Summary
Overview
Work History
Education
Skills
Timeline
Generic

TONYA HILDEBRANT

Gladewater

Summary

Adaptable professional with 9+ years of experience and a proven knowledge of account development, client relations, and customer retention. Aiming to leverage my skills to successfully fill the analyst role at your company.

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience

Work History

Customer Delight Call Center Ambassador

Mr. Cooper Mortgage
Longview
05.2024 - Current
  • Reviewed customer feedback surveys and provided recommendations for improvement.
  • Analyzed data related to customer escalations and developed strategies for efficient resolution.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Investigated customer complaints and identified root cause of the issue.
  • Researched, analyzed, and resolved complex customer inquiries.
  • Tracked progress of open cases from initiation through closure.

Customer Service Representative

Mr. Cooper Mortgage
Longview
07.2022 - 05.2023
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Provided exceptional customer service to ensure customer satisfaction.

Stocker

Walmart
Tyler
01.2022 - 07.2022
  • Sorted pallets and containers and transported items to sales floor for stocking.
  • Stocked shelves during store hours, maintaining clean and presentable work areas to reduce hazards.
  • Checked shelf labels for each item for pricing accuracy.
  • Contributed to store layout and design to maximize product visibility.

Pilates Instructor And Sales Associate

Club Pilates
Tyler
08.2020 - 01.2022
  • Observe participants and inform them of corrective measures necessary for skill improvement.
  • Instruct participants in maintaining exertion levels to maximize benefits from exercise routines.
  • Offer alternatives during classes to accommodate different levels of fitness.
  • Teach proper breathing techniques used during physical exertion.
  • Evaluate individuals' abilities, needs, and physical conditions, and develop suitable training programs to meet any special requirements.
  • Answer customers' questions about products, prices, availability, product uses, and credit terms.
  • Recommend products to customers, based on customers' needs and interests.

Education

Bachelor Of Arts (B.A.) - Mass Communication and Journalism

Stephen F. Austin State University
Nacogdoches, TX
05.2007

Associate In Arts (A.A.) -

Kilgore College
Kilgore, TX
05.2005

Skills

  • Customer service
  • Escalation management
  • Customer relationship management
  • Problem solving
  • Customer satisfaction
  • Customer education
  • Research and analysis

Timeline

Customer Delight Call Center Ambassador

Mr. Cooper Mortgage
05.2024 - Current

Customer Service Representative

Mr. Cooper Mortgage
07.2022 - 05.2023

Stocker

Walmart
01.2022 - 07.2022

Pilates Instructor And Sales Associate

Club Pilates
08.2020 - 01.2022

Bachelor Of Arts (B.A.) - Mass Communication and Journalism

Stephen F. Austin State University

Associate In Arts (A.A.) -

Kilgore College
TONYA HILDEBRANT