Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tonya Grove

Elkton,MD

Summary

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Diligent manager with over 10 years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention and vendor negotiation. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

19
19
years of professional experience

Work History

Delivery Driver

FedEx:Ground
North Wilkesboro, NC
12.2022 - 11.2023
  • Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
  • Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
  • Kept accurate logs of all deliveries and trips.
  • Reviewed and verified invoices and purchase requests to confirm accuracy.
  • Cleaned interior and exterior of delivery vehicle at end of shift as needed.
  • Ensured accurate completion of all paperwork associated with deliveries.
  • Obeyed traffic laws and follow established traffic and transportation procedures.
  • Promoted positive customer service by delivering on-time shipments and fully resolving issues.

Manager

Woody's Crab House
North East, MD
05.2017 - 10.2022
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Maintained adequate staffing to meet objectives within budget.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Delegated work to staff, setting priorities and goals.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Created training modules and documentation to train staff.
  • Monitored staff performance and addressed issues.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Head Housekeeper

Econo Lodge Hotel
Conway, SC
06.2015 - 03.2017
  • Ensured compliance with safety regulations in the workplace.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
  • Supplied extra towels and toiletries when requested to optimize guest comfort.
  • Resolved customer complaints promptly and professionally.
  • Laundered sheets and removed stains to restore linens to pristine condition.
  • Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
  • Coached new housekeeping personnel by demonstrating approved cleaning procedures.
  • Checked inventory for required supplies and made lists for needed cleaning products.
  • Assigned tasks to housekeeping staff, ensuring that all duties were completed in a timely manner.
  • Communicated guest service scores to drive improvement and higher guest satisfaction.
  • Verified each completed room against standard plans to maintain consistency.
  • Used standard personal protective equipment to minimize chemical splashing incidents.
  • Stocked room attendant carts with supplies to keep carts organized and clean.
  • Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
  • Communicated with customers about requests for additional supplies or cleaning services.
  • Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
  • Implemented cost savings initiatives within the department while maintaining high levels of cleanliness.

Assistant Manager

Edgewood BP
Edgewood, MD
04.2011 - 03.2015
  • Ensured compliance with safety regulations and company policies.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Delegated daily tasks to team members to optimize group productivity.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Established processes for monitoring customer satisfaction levels.
  • Completed inventory audits to identify losses and project demand.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Managed customer service inquiries and complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Facilitated interdepartmental communication by attending meetings or providing updates.
  • Communicated regularly with customers to gain insights into their needs.

School Bus Driver

CCPS
North East, MD
07.2004 - 06.2011
  • Attended staff meetings and training sessions regularly for professional development purposes.
  • Read maps and followed written or verbal driving directions.
  • Monitored traffic during bus stops to provide safe boarding by students.
  • Tallied student count, mileage and fuel usage reports, forwarding to immediate supervisor for documentation purposes.
  • Performed pre-trip inspection and mechanical checks before scheduled run.
  • Obeyed DOT rules and regulations and local laws to maximize safety.
  • Demonstrated knowledge of first aid techniques in order to provide basic medical care if necessary.
  • Used navigation equipment and two-way radio while remaining focused on safety.
  • Maintained bus cleanliness, inspected for mechanical problems, and reported any issues to supervisor.
  • Provided safe and reliable school bus transportation service on fixed routes.
  • Maintained order among passengers and explained safety rules and hazards.
  • Responded quickly in emergency situations by taking appropriate actions.
  • Promoted good public relations by responding courteously to inquiries from parents or members of the community.
  • Assisted in maintaining accurate records of attendance, mileage, and other data related to routes.
  • Acquired and maintained certification in basic first aid and CPR.
  • Learned and followed school transportation procedures.
  • Transported students and teachers on school activity trips while exercising responsible leadership.
  • Reported student behavior incidents promptly to the appropriate personnel.

Education

High School Diploma -

North East High School
North East, MD
06-1997

Skills

  • Records Management
  • Store Organization
  • Department Oversight
  • Loss Prevention
  • Stock Management
  • Customer Relations
  • Pricing and Markdowns
  • Sales Growth
  • Retail Operations
  • Upselling and Cross Selling
  • POS Systems
  • Time Management
  • Employee Scheduling
  • Hiring and Training
  • Quickbooks
  • Transaction Processing
  • Customer Service
  • Inventory Counting
  • Display Setup
  • Issue Resolution
  • Team Building and Leadership

References

References available upon request.

Timeline

Delivery Driver

FedEx:Ground
12.2022 - 11.2023

Manager

Woody's Crab House
05.2017 - 10.2022

Head Housekeeper

Econo Lodge Hotel
06.2015 - 03.2017

Assistant Manager

Edgewood BP
04.2011 - 03.2015

School Bus Driver

CCPS
07.2004 - 06.2011

High School Diploma -

North East High School

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