tonya brown
Glen Cove,NY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
47
47
years of professional experience
Work History
Customer Service Representative
Home Depot Inc
Syosset, New York
09.2007 - Current
- Assisted Home Depot customers with product questions and service requests.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer concerns by following Home Depot service policies.
- Processed returns, exchanges, and refunds using Home Depot point-of-sale systems.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Scheduled order pickups and deliveries through Home Depot support systems.
- Tracked special orders and inventory status for Home Depot customers.
- Developed strong customer relationships to encourage repeat business.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Directed customers to departments, products, and store services.
- Communicated with store associates to support Home Depot customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Staffing payroll Analyst
Webster bank doing business on santander
Jericho, New York
09.1997 - Current
- Updated payroll data, including new hires and terminations
- Calculated wages, deductions, and tax withholdings to ensure accurate payroll processing
- Reconciled payroll reports, employee files, and benefit records
- Assisted employees with pay inquiries and payroll changes to enhance employee satisfaction
- Managed multiple tasks simultaneously while meeting deadlines consistently.
- Performed manual calculations for retroactive pay adjustments or special payments as required.
- Created and maintained employee records, including new hires, terminations, salary changes, and tax withholding forms.
- Solved complex problems related to payroll processing quickly and efficiently.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
- Onboarded new employees in time reporting and payroll systems.
- Extracted data from payroll system and generated reports to support departmental needs and vendor requirements.
- Voided checks and issued stop payment orders to correct payroll discrepancies.
- Assisted with auditing processes related to payroll.
- Ensured that all necessary taxes were withheld accurately from each employee's paycheck.
- Researched discrepancies in payroll data and provided corrective action when needed.
- Reconciled monthly benefit statements from vendors to ensure accuracy of information in the payroll system.
- Processed and monitored sick pay, vacation pay, and other leave entitlements accurately.
- Developed and maintained detailed payroll documentation and procedures guides.
- Provided training to new payroll department staff on payroll systems and procedures.
- Updated payroll records by entering changes in exemptions, insurance coverage, savings deductions, and job title and department and division transfers.
- Prepared and submitted payroll reports for review by senior management.
- Calculated and processed end-of-year bonuses and adjustments with XX% accuracy.
- Issued employees' paychecks and statements of earnings and deductions electronically.
- Handled the setup and validation of direct deposit instructions for employees.
- Recorded adjustments to previous pay-related errors.
- Posted work hours completed to files to properly bill clients.
- Assisted Home Depot customers with product questions and service requests.
- Managed processing of returns, exchanges, and refunds to support customer service operations.
- Recorded work hours completed for accurate client billing. completed to files to properly bill clients.
Quality Control Inspector
Photocircuits
Sea Cliff, New York
06.1979 - 08.1994
- Assisted Home Depot customers with product questions and service requests.
- Processed returns, exchanges, and refunds using Home Depot point-of-sale systems.
- Resolved customer concerns by following Home Depot service policies.
- Reviewed inspection records and quality reports for compliance
- Audited product samples against specifications and acceptance standards
- Documented nonconformances and tracked corrective action follow-up
- Verified procedures, work instructions, and control plans
- Monitored process data for quality trends and risks
- Trained staff on inspection methods and quality requirements
- Developed and maintained quality assurance protocols, processes and procedures.
- Prepared reports to communicate results of quality inspection activities to management.
- Analyzed data from inspection results for trends in order to recommend process improvements.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Monitored production operations for conformance to established quality standards.
- Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
- Performed root cause analysis of defects identified during testing cycles.
- Developed and implemented comprehensive quality assurance programs to ensure compliance with industry standards and regulations.
- Coordinated with cross-functional teams to address quality issues and implement corrective actions.
Education
Glen Cove High
Glen Cove, NySome College (No Degree) - Business
Suny University of Old Westbury
Jericho Ny, NySkills
- Point-of-sale systems
- Order tracking
- Refund processing
- Returns processing
- Customer relationship management
- Employee onboarding
- Payroll administration
- Quality inspection
Affiliations
- Singing dancing traveling
References
References available upon request.
Timeline
Customer Service Representative
Home Depot Inc
09.2007 - Current
Staffing payroll Analyst
Webster bank doing business on santander
09.1997 - Current
Quality Control Inspector
Photocircuits
06.1979 - 08.1994
Glen Cove High
Some College (No Degree) - Business
Suny University of Old Westbury