Tonya Barton
Vansant,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with strong customer service skills, multitasking and time management abilities. Devoted to having a positive work environment.
Overview
14
14
years of professional experience
Work History
Trainer and Instructor II
Virginia Employment Commission
Grundy, VA
04.2021 - Current
- Designed and developed training materials for new employees in the organization by creating multimedia presentations using PowerPoint, video conferencing, and other software applications.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Maintain a working knowledge and application of UI Laws to the filing of claims and processing backend items.
- Provide training to new employers based on the assigned job duties.
- Prepare and maintain progress reports for training of new hires and CCC staff.
- Adapted teaching methods according to the needs of individual learners or groups and recommended changes or improvements in existing training processes as needed.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Monitored training effectiveness through observation and metrics analysis.
- Prepared hard copy training materials, module summaries, videos and presentations.
- Created tests, exercises and role-plays for courses to verify competency.
- Compiled and analyzed weekly trainee retention reports.
- Developed assessment tests to evaluate trainees' knowledge of course material.
Customer Contact Center Specialist
Virginia Employment Commission
Grundy, VA
09.2020 - 04.2021
- Accurate completion of the claims and backend process.
- Utilize claimant interview, IVR data and appropriate screens and systems required to accurately file claims, process internet claims and process separation reports.
- Accurately verifies claimant identity using available resources.
- Accurately completes, reviews, retrieved and forwards all forms OSS for mailing in a timely manner.
- Provides basic information to callers and online CHAT to claimants regarding appeals, overpayments, Trade Act, etc. And transfers calls as appropriate based on advanced or complex situations.
- Assist the supervisor in daily team operations as assigned and ensures a premier work environment is maintained.
- Maintain confidentiality while assisting with any and all tasks assigned by supervisor or manager.
Customer Service Representative
Virginia Employment Commission
Grundy, VA
06.2016 - 09.2020
- Answered customer inquiries and provided accurate information regarding claim information.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provide professional responses to claimants via phone, CHAT, and email requests.
- Utilize appropriate system guides, interview technique and established protocol to obtain necessary information, determine claim type and program codes to complete the claim filing process so that "first pay" and timeliness goals are met and claimants receive entitled benefits.
- Overpayment prevention, detection and fraud prevention.
- Follow established protocol to take statements, key information from claimants and employers, prepare and process documents, which are used to adjudicate claims and make accurate determinations.
Assistant Manager
G & J Grocery
Davenport, VA
06.2010 - 12.2015
- Created and maintained reports using Excel spreadsheets.
- Provided guidance and support to junior staff members on daily tasks, projects and objectives.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Managed customer service inquiries and complaints in a timely manner.
- Created reports on sales trends, inventory levels, and financial data.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Completed inventory audits to identify losses and project demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
Education
Associate of Science -
National Business College
Bluefield, VA03-1992
Skills
- Microsoft Office Software
- Strong Customer Service
- Oral and Communication Skills
- Curriculum Planning
- Course materials and supplies
- Curriculum Creation
- Interpersonal Communication
- Course Planning
- Materials Organization
- New Hire Training
- Lesson Plan Development
References
References available upon request.
Timeline
Trainer and Instructor II
Virginia Employment Commission
04.2021 - Current
Customer Contact Center Specialist
Virginia Employment Commission
09.2020 - 04.2021
Customer Service Representative
Virginia Employment Commission
06.2016 - 09.2020
Assistant Manager
G & J Grocery
06.2010 - 12.2015
Associate of Science -
National Business College
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