Tonya DeGraff
Niles,MI
Summary
Accomplished Customer Service Account Representative at Wissco Irrigation and entrepreneurial Owner/Manager of Fit 4 U Inc, I excel in streamlining operations and enhancing customer satisfaction. With expertise in Microsoft Excel and exceptional problem-solving abilities, I've consistently exceeded sales goals and improved client loyalty, demonstrating a commitment to excellence and a knack for fostering strong relationships.
Overview
30
30
years of professional experience
Work History
Customer Service Account Representative
Wissco Irrigation
04.2020 - 05.2024
- Achieved a high level of customer trust by consistently providing accurate information about products, services, and billing details.
- Represented several bigger accounts to enhance customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined account management processes for improved efficiency and reduced response times.
- Assisted in the development of new procedures that streamlined workflows, ultimately leading to better overall performance within the team.
- Facilitated strong client relationships with clear communication and timely followups.
- Conducted regular account reviews to identify areas of improvement and optimize service delivery.
- Improved customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated contract terms with clients, securing favorable outcomes for both parties involved.
- Mentored new representatives on effective account management techniques, enhancing team productivity.
- Exceeded monthly sales goals through proactive outreach and relationship-building efforts.
- Participated in continuous training programs to stay current on industry best practices and company policies.
- Received consistent positive feedback from customers for outstanding service performance.
- Developed a reputation among clients as a knowledgeable resource who is always willing to help find solutions.
- Managed high-volume accounts while maintaining exceptional attention to detail and accuracy.
- Consistently met deadlines while managing multiple tasks simultaneously without compromising quality or accuracy.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly
- Performed locate requests when needed (MISSDIG811)
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
Owner/Manager
Fit 4 U Inc
01.2005 - 06.2009
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
Education
GED -
Warsaw Community High School
Warsaw, IN06.1996
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- Follow-up skills
- Assertiveness
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Customer Relations
- Scheduling
- Microsoft Excel
- Computer Proficiency
- Data Entry
- Client Relations
- Product Knowledge
- Conflict Resolution
- Documentation
- Appointment Scheduling
- Team Development
- Money handling abilities
- Microsoft Outlook
- Data Collection
- Staff Training
- Paperwork Processing
- Administrative Support
- Professional telephone demeanor
- Filing
- Call Management
- Product Sales
- Dispute Resolution
- Order Processing
- Sales expertise
- Sales closing
- Clerical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Service Account Representative
Wissco Irrigation
04.2020 - 05.2024
Owner/Manager
Fit 4 U Inc
01.2005 - 06.2009
GED -
Warsaw Community High School
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