Tonya Griffin
Atlanta
Summary
Dynamic customer service professional with a proven track record at T-Mobile, excelling in conflict resolution and data accuracy. Recognized for enhancing billing processes, leading to a significant reduction in errors. Adept at fostering client relations and delivering exceptional support, ensuring high levels of customer satisfaction and loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Representative II
Autotrader
06.2024 - 06.2025
- Provided exceptional customer support through effective communication and problem-solving skills.
- Resolved inquiries efficiently, contributing to improved customer satisfaction ratings.
- Assisted customers in navigating vehicle listings and understanding purchasing options.
- Collaborated with team members to streamline service processes and enhance response times.
- Adapted quickly to new tools and systems, ensuring seamless service delivery.
- Supported promotional campaigns by informing customers about available deals and services.
- Maintained accurate records of customer interactions in CRM system for future reference.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Promptly responded to inquiries and requests from prospective customers.
Billing Support Specialist II
T-Mobile
01.2010 - 04.2023
- Resolved billing inquiries and discrepancies, ensuring customer satisfaction and prompt issue resolution.
- Collaborated with cross-functional teams to enhance billing processes and improve service delivery.
- Trained new staff on billing systems and procedures, fostering a knowledgeable support team.
- Analyzed billing data to identify trends, leading to streamlined operations and improved accuracy.
- Implemented process improvements that reduced billing errors by enhancing system functionality.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
- Provided excellent customer service by addressing inquiries related to billing matters promptly and accurately.
- Monitored outstanding invoices and performed collections duties.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Order Management Specialist
Sprint
09.2004 - 02.2008
- Managed end-to-end order processing, ensuring timely fulfillment and accuracy.
- Coordinated with cross-functional teams to resolve customer order discrepancies.
- Optimized order management workflows, enhancing operational efficiency and service quality.
- Established strong working relationships with key clients through exceptional service delivery resulting in long-term partnerships.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
Video Billing Specialist
Sprint
01.2000 - 08.2004
- Managed billing inquiries and resolved discrepancies to ensure customer satisfaction.
- Processed billing adjustments and credits efficiently, maintaining accurate account records.
- Collaborated with cross-functional teams to streamline billing processes and improve accuracy.
- Led initiatives to enhance invoicing systems, resulting in reduced processing time and errors.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
Education
Bachelor of Science - Business
University of Pheonix
Atlanta, GA08-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Conflict resolution
- Payment processing
- Client relations
- Product knowledge
Timeline
Customer Service Representative II
Autotrader
06.2024 - 06.2025
Billing Support Specialist II
T-Mobile
01.2010 - 04.2023
Order Management Specialist
Sprint
09.2004 - 02.2008
Video Billing Specialist
Sprint
01.2000 - 08.2004
Bachelor of Science - Business
University of Pheonix