Tonya Cossie
Cypress,USA
Summary
Results - driven call center support focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Omaha Steaks
10.2024 - Current
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted available products and services to customers during service, account management and order calls.
- Identified opportunities for cross-selling additional products and services.
- Answered customers' questions about products, prices, and availability.
- Resolved customer complaints in a professional manner while following company policies and procedures.
- Took orders from customers over the phone and in person.
- Met upselling objectives by frequently suggesting upgrades and related menu items such as drinks and desserts.
- Composed grammatically correct, clear and concise email responses to reflect company tone and style.
- Identified customer needs and provided appropriate solutions.
- Collaborated with other departments to resolve complex issues.
- Provided customers with product information, pricing and availability details.
Call Center Manager
WCWFH, LLC
01.2010 - 05.2024
- Established and oversaw performance targets for call center associates
- Determined quality assurance benchmarks and set standards for improvement
- Developed quality employees within call center to take over leadership positions
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Recruited, trained and onboarded new agents, maintaining exceptional service standards
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Planned staff and training meetings and scheduled conference rooms.
- Participated in the recruitment and selection process for new team members.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Certified Health Coach/Online Group Fitness
Wise Health & Wellness
06.2020 - 09.2021
- Supported implementation of patient health plan, weight loss programs and personalized fitness and exercise programs
- Recommended nutrition and fitness modifications to improve overall health of clients
- Recorded health data by asking clients to complete self-assessments
- Coached 50 clients by developing health goals and action plans
- Provided comprehensive, empowering and professional self-paced and group coaching programs and monthly fitness challenges, so members remain motivated to attain personal health and fitness goals
- Gave public talks on importance of health education and specific disease prevention and treatment strategies
- Taught health education classes for community workers and members of public
Non-Profit Program Director
Imagine Excellence, Inc
09.2017 - 05.2020
- Developed Youth leadership program from ground up, laying out framework, and defining roles
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance
- Provided ongoing direction and leadership for program operations
- Maintained and updated project related documents
- Developed and implemented marketing strategies to promote program awareness and participation
- Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission
- Established program policies and procedures to comply with regulatory requirements
- Recruited and trained staff and volunteers to upgrade collective team skills
- Monitored program performance to identify areas for improvement
- Facilitated programming by coordinating resources and deliverables between departments
- Helped directors resolve production, casting and budgeting issues impacting station performance
- Oversaw staff schedules and assignments to handle programming demands
Independent Contractor
Arise Virtual Solutions
06.2008 - 01.2010
- Responded to customer calls and emails to answer questions about products and services
- Assisted customers by answering questions and responding to inquiries
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day
- Responded to customer requests for products, services, and company information
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Processed customer service orders promptly to increase customer satisfaction
- Reviewed customer requests, resolved questions and defined specifications before completing orders.
- Identified needs of customers promptly and efficiently.
- Resolved customer inquiries promptly via phone or email communication channels.
Education
Master Certified Health Coach -
Dr. Sears Wellness Institute
12-2021
Certified Health Coach: Health Coaching -
Dr. Sears Wellness Institute
09-2019
Certified Life Coach -
IAP Career College
01.2010
Technology Diploma - Electronics and Computer Engineering
National Institute of Technology
Houston, TX07.2001
Skills
- Productivity Standards
- Employee engagement
- Quality controls
- Performance improvements
- Active Listening
- Good Telephone Etiquette
- Training and Development
- Written Communication
- Strategic planning
- Staff Management
- Sales and marketing
- Process updates
- Scheduling
- Complaint resolution
- Account updating
- Product sales
- Customer service
- Follow-up skills
- Dispute resolution
- Refunds processing
- Email management
- Merchandise upselling
- Microsoft Excel
- Product knowledge
- Quality assurance controls
- Professional telephone demeanor
- Appointment scheduling
- Script adherence
- Calm demeanor
- Call management
- Inbound and outbound calls
- Scheduling participants
- Administering interviews
- Web-based scheduling
- Video interviews
- Open-mindedness
- Empathy display
- Meeting deadlines
- Data entry
- Telephone etiquette
- Customer service and assistance
Timeline
Customer Service Representative
Omaha Steaks
10.2024 - Current
Certified Health Coach/Online Group Fitness
Wise Health & Wellness
06.2020 - 09.2021
Non-Profit Program Director
Imagine Excellence, Inc
09.2017 - 05.2020
Call Center Manager
WCWFH, LLC
01.2010 - 05.2024
Independent Contractor
Arise Virtual Solutions
06.2008 - 01.2010
Master Certified Health Coach -
Dr. Sears Wellness Institute
Certified Health Coach: Health Coaching -
Dr. Sears Wellness Institute
Certified Life Coach -
IAP Career College
Technology Diploma - Electronics and Computer Engineering
National Institute of Technology