Tonya Caudill
Science Hill,KY
Summary
Dynamic professional with a robust background in customer service, specializing in managing client inquiries and resolving issues efficiently. Expertise in communication, problem-solving, and conflict resolution consistently leads to high levels of customer satisfaction. Highly adaptable and team-oriented, thriving in fast-paced environments while driving results. Committed to fostering positive customer experiences and enhancing overall team performance.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
Conduent
London, KY
08.2022 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with product selection, ensuring alignment with their needs and preferences.
- Trained new team members on customer service protocols and system navigation.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Mentored junior staff in conflict resolution techniques, fostering a positive work environment.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Agent
Senture
Science Hill, KY
10.2021 - 07.2022
- Spoke with customers by phone. Received and processed incoming phone calls from customer or client base. Recorded details of customer transactions, interactions, inquiries, complaints, comments. Ensured that appropriate changes were made to resolve customer concerns. Collected deposits or payments. Responded to customer inquiries. Communicated with a clear, distinct voice. Maintained effective working relationships with customers. Maintained a positive and professional phone demeanor. Identified areas for improvement.
Front Desk Clerk, Hotel or Motel
Red Roof Inn
Somerset, KY
02.2019 - 10.2021
- Greeted and registered guests. Assigned rooms to guests. Determined customer payment methods. Made and confirmed reservations. Directed guests to room or other points of interest. Kept records of room availability and guest accounts using computers. Provided information about hotel services, features, and amenities. Maintained positive guest relations. Posted charges for rooms and amenities. Computed bills and collected payments. Oversaw all check-ins, check-outs, room reservations, cancellations, requests, changes. Resolved customer complaints and answer guest inquiries.
Customer Service Agent
Blackboard
Somerset, KY
07.2018 - 01.2019
- Spoke with customers by phone. Provided information about products and services. Received and processed incoming phone calls from customer or client base. Recorded details of customer interactions, inquiries. Ensured that appropriate changes were made to resolve customer concerns. Effectively identified customer concerns over the phone. Referred unresolved customer grievances for further investigation. Responded to customer inquiries. Communicated with a clear, distinct voice. Maintained effective working relationships with customers, internal departments. Maintained a positive and professional phone demeanor. Performed office duties such as data entry.
Front Desk Clerk, Hotel or Motel
Red Roof Inn
Somerset, KY
12.2017 - 07.2018
- Greeted and registered guests. Assigned rooms to guests. Determined customer payment methods. Made and confirmed reservations. Kept records of room availability and guest accounts using computers. Provided information about hotel services, features, and amenities. Maintained positive guest relations. Posted charges for rooms and amenities. Computed bills and collected payments. Maintained up-to-date knowledge of all resort amenities and special events. Oversaw all check-ins, check-outs, room reservations, cancellations, requests, changes. Resolved customer complaints and answer guest inquiries.
Technical Support Advisor
Concentrix
Science Hill, KY
07.2015 - 04.2018
- Provided technical support for Apple products, including iPhone, Apple Watch, and Mac OS. Provided floor support, assisted with training new hires, and assessed quality for new hires.
Customer/Tech Support Agent
Teletech
Somerset, KY
12.2014 - 04.2015
- Provided tech support to computer system users. Answered user questions. Resolved computer problems via phone, remotely. Provided assistance with computer software, printing, program installation. Oversaw daily performance of computer systems. Observed system functioning. Detected problems and errors in computer operations. Correctly installed software, applications. Conferred with users. Conducted computer diagnostics. Trained users in proper software and hardware use.
Education
Bachelor of Business Administration (BBA) - Business Administration
Strayer University
05.2025
High School Diploma - General Studies
Somerset High School
01.1992
Skills
- Data entry using an adding machine
- Administrative Support
- Experience with Apple devices
- Data backup management
- Accounts receivable processing
- Customer service representative
- Effective communication
- Experience with computer hardware components
- Skilled in digital tools and technologies
- Customer service expertise
- Service excellence
- Customer support training
- Support resolution skills
- Accurate data entry
- Database management
- Strong focus on accuracy
- Professional email communication
- Proficient document organization
- Administrative support tasks
- Macintosh operating system proficiency
- Excel proficiency
- Experienced with Microsoft Office applications
- Effective multi-tasking
- Strong organizational abilities
- Sales Support
- Proactive self-starter
- Effective team collaboration
- Troubleshooting and support services
- Telephone Skills
- Effective time management
- Skilled in data entry
- Effective verbal communication
- Call center experience
- Complaint handling
- Computer proficiency
- Credit card processing
- Payment collection
- CRM software
- Problem-solving
- Medical terminology
- Typing proficiency
- Member support
- Inbound and outbound calling
- Customer service
- Documentation
- Product knowledge
- Customer relations
- Payment processing
- Active listening
- Building rapport
- CRM system proficiency
Languages
English
Timeline
Customer Service Advocate
Conduent
08.2022 - Current
Customer Service Agent
Senture
10.2021 - 07.2022
Front Desk Clerk, Hotel or Motel
Red Roof Inn
02.2019 - 10.2021
Customer Service Agent
Blackboard
07.2018 - 01.2019
Front Desk Clerk, Hotel or Motel
Red Roof Inn
12.2017 - 07.2018
Technical Support Advisor
Concentrix
07.2015 - 04.2018
Customer/Tech Support Agent
Teletech
12.2014 - 04.2015
Bachelor of Business Administration (BBA) - Business Administration
Strayer University
High School Diploma - General Studies
Somerset High School