TONYA BOLTON

Responsible for retaining and growing client relationships in the Last Mile vertical.

• Managed client revenue of $62M in 2023
• Developed strong business relationships with multiple clients and internal teams
• Conducted quarterly business reviews, analyzing trends in key performance metrics
• Created cost savings of $25,000 in 2023 through continuous improvement
• Partnered with Solutions, Operations and Business development to respond to RFPs, gaining new markets or segments with iFit and Whirlpool
• Served on DisptachTrack design and implementation team as Super User, created training guides for internal users and clients, ensuring smooth implementation

Responsible for offsite office that housed customer care and operational teams.

• Lead 22-member customer service unit responsible for strategic accounts
• Train, supervise and schedule customer service staff, including new hire orientation
• Serve as liaison to senior management
• Manage all aspects of day to day performance of high volume Fortune 500 accounts to include management of transportation of their product between origin and end consumer
• Maintain high levels of customer satisfaction by monitoring team's performance, resolving escalations, and building customer relationships
• Integrate new customers, lead regularly scheduled conference calls to measure performance metrics and manage site visits for quarterly reviews
• Consistently resolve account escalations and achieve high levels of customer satisfaction
• Develop accurate work schedules, manage hiring activities as well as coach and encourage associate development
• Played lead role during implementation of communication software system
• Worked with seller/installer to overcome challenges and managed progress across multiple locations
• Maintained phone system and Cisco switches
• Key trainer in transition to MXD Group customer Care center in Columbus, OH from HomeDirect's offices in Hillside, IL and Commerce, MI.

Responsible for multi-department functions at a small home delivery start up including customer service, claims and accounting.

• Directed, trained and motivated multiple team's and departments as well as managed and coordinated action plans for daily operations
• Established work priorities and insured that customer inquiries and concerns were handled effectively while meeting quality goals
• Accountable for profit, loss and management for all departments responsible for complete fulfillment of customer satisfaction, including : Customer Service, Claims, Operations and Accounting team's Accelerated business growth and played key role in partner relationships by cultivating and championing continuous improvement within workforce
• Collaborated with IT Dept and Programming team to design AS400 system specific to business needs.