Tonya Griffin
Austell,GA
Summary
Dynamic customer service professional recognized for exceptional communication and problem-solving abilities. Demonstrated success in efficiently addressing customer inquiries and resolving issues while upholding the highest standards of service. Strong advocate for team collaboration, with proven adaptability to evolving demands and challenges. Renowned for reliability, empathy, and a results-driven mindset in fast-paced environments.
Overview
25
25
years of professional experience
Work History
Customer Service Representative II
Autotrader
Atlanta GA
06.2024 - 06.2025
- Addressed customer inquiries through phone, email, and chat support channels.
- Resolved complaints effectively, ensuring customer satisfaction and loyalty.
- Assisted in training new team members on company policies and procedures.
- Documented customer interactions accurately for future reference and reporting.
- Collaborated with cross-functional teams to improve service delivery processes.
Business Customer Billing Support Specialist II
T-Mobile
Atlanta, GA
05.2010 - 04.2023
- Calculated discounts, percentage allocations and credits.
- Investigated and resolved issues to maintain billing accuracy.
- Reviewed and resolved customer invoice questions and issues discovered during invoicing and collection process.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Collaborated with team members and leadership to identify and develop process improvements.
- Processed and sent invoices, adjustments, and credit memos to customers.
- Managed numerous client accounts to track and collect money owed.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
Video Billing Specialists
Sprint
Atlanta, GA
01.2000 - 08.2004
- Fielded incoming calls and emails from customers and account managers, ensuring clear and complete communication with involved parties.
- Mastered company sales and order management processes, becoming a subject matter expert (SME), answering questions from leadership and other departments.
- Reviewed and interpreted purchase orders for compliance with contractual agreements, product model numbers and standard terms and conditions of sale.
- Communicated with customers to assist with order placement and offer updates on status and shipping.
- Processed and sent invoices, adjustments, and credit memos to customers.
- Managed numerous client accounts to track and collect money owed.
- Input payment history and other financial data to keep customer accounts up to date in the system.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Performed data import, scanning or manual keying processes to verify invoice accuracy.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Investigated and resolved issues to maintain billing accuracy.
Education
Bachelor of Science - Business
University of Phoenix
Atlanta, GA08.2011
Diploma - PC Managerial Accounting
Branell Institute
Atlanta, GA03.1997
Diploma - Information Processing
Chattahoochee Technical Institute
Marietta, GA03.1987
Skills
- Research and resolution specialist
- Great interpersonal skills
- Billing Dispute Resolution
- Invoicing Proficiency
- Audit Procedures
- Work with speed and accuracy
- Great worker and team player
- Microsoft Office
- Multi-tasking
- Oracle ERP
- Verbal and Written Communication
- Tracking and Reporting
- Deadline Adherence
- Decision Making
- Conflict Resolution
- Presentation Skills
- 10-Key Data Entry
- Team Collaboration
- E-Billing
- Reconciling Invoices
Timeline
Customer Service Representative II
Autotrader
06.2024 - 06.2025
Business Customer Billing Support Specialist II
T-Mobile
05.2010 - 04.2023
Video Billing Specialists
Sprint
01.2000 - 08.2004
Diploma - PC Managerial Accounting
Branell Institute
Diploma - Information Processing
Chattahoochee Technical Institute
Bachelor of Science - Business
University of Phoenix