Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tonya E. Bernard

Orlando,Florida

Summary

Experienced Dependable Hardworking Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes. Strong researcher with top notch follow through and meticulous attention to details. Eager to take on new roll with long term growth and advancement potential.

Overview

20
20
years of professional experience

Work History

Finance Collection Representative

AT&T
02.2015 - Current
  • Handle high influx of inbound calls within dynamic call center environment.
  • Managed over 60 daily calls and maintained effective results in quota driven workplace.
  • Assisted wireless cell phone customers with items such as adding minutes and troubleshooting.
  • Demonstrate best judgment in disbursement of adjustments and credits.
  • Increase customer experience by providing information on new products, data rate plans, and services through up selling opportunities.
  • Responded to customer inquiries and requests and resolved issues efficiently and professionally.
  • Exercise strong interpersonal communication skills with customers and department personnel
  • Performed work assignments with open, cooperative, positive and team-oriented attitude.
  • Utilize multiple call center support applications to efficiently assist customers and agents
  • Complete ongoing training to stay abreast of product, service and policy changes
  • Strike positive and cooperative tone with both customers and coworkers.
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Analyzed customer financial records to determine appropriate payment plan.

Manager Support

AT&T Mobility
01.2020 - 01.2021
  • Take customer escalations
  • Record data, notations, and enter data online while addressing customer needs
  • Handle adjustments as appropriate to resolve consumer billing discrepancies
  • Facilitate payment arrangement, negotiations and extensions of credit per company guidelines
  • Compute and quote adjustments, credit, security requirements, balances, amounts billed and rates to customers
  • Remove write offs on closed accounts
  • Coached employees through day-to-day work and complex problems.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Run internal credit evaluation to resume canceled accounts to live.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.

Sr. Quality Assurance Specialist

Advanced Services Inc
12.2013 - 12.2014
  • Monitor department’s employees to verify that all monitoring standards are being met
  • Work with Quality and Training Manager and team members to ensure that appropriate percentage of associates/center calls are monitored
  • Track all calls monitored and communicate weekly records to Operations, and prepare reports, which analyze the quality of calls
  • Provide team updates around Quality, detail feedback to associates in a 24 hour time frame
  • Assist in driving proactive quality assurance contests/challenges.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Parts Resolution & Project Specialist

Advanced Services Inc
02.2006 - 12.2013
  • Ensure all escalated calls are resolved in a timely manner
  • Provide support to Louisville Parts headquarter team for special projects, reports and analysis
  • Provide feedback to leadership to increase productivity, improve quality and maintain competency
  • Provide support for Wholesale & Export Parts activities and accounts
  • Process discrepancies/research, credits/returns, ASM issues, increase Export Sales, handle administrative responsibilities
  • Drive special promotions and research escalated delivery/shipping problems.
  • Matched purchase orders with invoices and recorded necessary information.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.

Universal Pest Control Specialist

Service Master
02.2004 - 02.2006
  • Handle inbound, outbound calls, Assist customer service agents with any questions or concerns
  • Document any complaints for managers, schedule appointments, work daily projects to move current customer service from one home to another
  • Assure the customer is happy and satisfied with their service{s}.
  • Determined most efficient method to get rid of pests depending upon type of bug and degree of infestation.
  • Responded to customer inquiries and complaints regarding pest control services and solutions.
  • Wrote detailed reports for each job, noting sanitation, and structural issues that could potentially lead to pest activity.
  • Responded to customer phone calls and emails quickly to maximize service and improve retention rates.
  • Utilized computer software to manage customer information and service scheduling.

Education

Graduate -

Central High School
Memphis, TN

Skills

  • Effective Cross Functional Communicator
  • Handle complex issues with customers and outside organizations
  • Demonstrate a high level of professionalism, attention to detail, timeliness and the ability to complete a task
  • Excellent verbal, written and interpersonal skills
  • I have a depth of PC knowledge including Excel, Power Point, Access and Word I know how to connect with customers to build a positive ongoing rapport
  • Skilled Collaborator
  • Committed High Achiever
  • Persuasive Negotiations
  • Account Adjustment
  • Payment Scheduling
  • Collections
  • Service Quality Standards
  • Credit Accounts
  • Payment Acceptance
  • Communications Strategies
  • Solution Building
  • Bill Processing
  • Pleasant Telephone Demeanor
  • Team Oriented
  • Updating Customer Accounts

Timeline

Manager Support

AT&T Mobility
01.2020 - 01.2021

Finance Collection Representative

AT&T
02.2015 - Current

Sr. Quality Assurance Specialist

Advanced Services Inc
12.2013 - 12.2014

Parts Resolution & Project Specialist

Advanced Services Inc
02.2006 - 12.2013

Universal Pest Control Specialist

Service Master
02.2004 - 02.2006

Graduate -

Central High School

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Tonya E. Bernard