Tonya Hinkle
Edison,OH
Summary
Dynamic professional with a proven track record at Genpact LLC and Farmers New World Life enhancing customer satisfaction and loyalty through exceptional problem-solving and teamwork. Skilled in data entry and medical terminology, adept at multitasking and fostering team collaboration. Achieved significant improvements in operational efficiency and customer service excellence, demonstrating reliability and effective conflict resolution in high-pressure environments.
Overview
34
34
years of professional experience
Work History
Customer Care Team Associate
Genpact LLC
08.2023 - 08.2024
- Aided in conducting comprehensive physical assessments using appropriate techniques under nurse supervision.
- Supported clinical staff with accurate documentation of vital signs, intake and output data, and other relevant information for informed decision making.
- Successfully managed time-sensitive tasks such as specimen collection and transportation within established timeframe.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative Team Lead
Farmers New World Life Insurance
10.1994 - 08.2024
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
Dietary Relief Supervisor
Manor Care Nursing Home and Rehabilitation Center
06.1990 - 10.1994
- Assisted in budget management for relief operations, monitoring expenses and identifying cost-saving opportunities.
- Managed conflict resolution among team members, promoting open dialogue and fairness in decisionmaking.
- Provided excellent customer service during high-pressure situations, maintaining professionalism and empathy at all times.
- Coordinated training initiatives for new hires or current employees seeking additional skills development.
- Contributed to overall operational efficiency by anticipating staffing needs and proactively arranging coverage for absences or vacations.
- Enhanced communication between shifts with thorough handover processes and documentation.
Education
High School Diploma -
Highland High School
Marengo, OH06-1990
Skills
- Data entry proficiency
- Medical terminology knowledge
- Data Collection
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Team Collaboration
Timeline
Customer Care Team Associate
Genpact LLC
08.2023 - 08.2024
Customer Service Representative Team Lead
Farmers New World Life Insurance
10.1994 - 08.2024
Dietary Relief Supervisor
Manor Care Nursing Home and Rehabilitation Center
06.1990 - 10.1994
High School Diploma -
Highland High School
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