Crocheting
Hi, I’m
Tonya Lee
Customer Service Team Lead
Charlotte,NC
Each One Teach One
Keith Parker
Summary
Versatile team lead with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Overview
20
years of professional experience
Work History
Walmart
Team Lead
12.2021 - Current
Job overview
- Responsible for price changes within the department, ensured freshness of produce and meat are up to company standard
- Ensured recalls are off the floor and place in stockroom
- Responsible for day-to-day operation and sale goals of the assigned department
- Trained and coached on newly revised policies and procedures for loan and regulatory communication to borrowers and authorize third parties
- Addressed scheduling issues, including absences, tardiness and represented the unit in department meetings on and off campus sites
- Maintained merchandise and assigned team members to various tasks within the department.
Dollar General
Store Manager
05.2019 - 12.2021
Job overview
- Supervise the daily store operations and ensures the achievement of store sales goals
- Responsible for controlling shrinkage, expenses, and inventory levels of the store
- Scan outs and overstock in backroom to control inventory and develop promotional strategies for the store
- Recruit qualified employees; ensure store is properly staffed
- Provide proper training for employees; conduct performance evaluations; identify gaps for appropriate solutions and/or counseling, up to and including termination
- Evaluate operating statements to identify business trends, expense control opportunities, potential shrink, and errors
- Order to ensure the meeting or exceeding of in-stock targets; review ordering plan, seasonal direction and inventory management issues on a weekly basis; follow up on Basic Stock Replenishment (BSR)/cycle counts
- Maintain accurate inventory levels by controlling damages, markdowns, scanning, paperwork, and facility controls
- Ensure the financial integrity of the store through strict cashier accountability, key control, and cash control procedures
- Maintain a clean, well-organized store; facilitate a safe and secure working and shopping environment.
Walmart
Department Manager
06.2013 - 05.2019
Job overview
- Ensuring proper operations in the front of the store and provides change for cashiers, prepares cash registers and performs register audits
- Address customers concerns regarding the price of an item or an advertisement
- May approve bankcards or checks, address any register shortage concerns and train employees
- Ensure employees are practicing proper safety protocol, such as proper lifting techniques and removal of spills and debris from register areas
- Developing feedback or complaints procedures, policies, and standard for the department
- Training and development of staff assigned to the customer service department
- Initiates and develops relationship with vendors and buyers
- Analyzing statistics or other data to determine the level of service and provide feedback to senior managers.
Walmart
Department Manager
10.2008 - 06.2013
Job overview
- Responsible for price changes within the department and ensured displays were set to company standard
- Stocked shelves and set end caps to corporate planning
- Set all modular making and all price changes
- Ensured recalls are off the floor and place in stockroom
- Responsible for day-to-day operation and sale goals of the assigned department
- Trained and coached on newly revised policies and procedures for loan and regulatory communication to borrowers and authorize third parties
- Addressed scheduling issues, including absences, tardiness and represented the unit in department meetings on and off campus sites
- Maintained merchandise and assigned team members to various tasks within the department.
Walmart
Department Manager
07.2004 - 10.2008
Job overview
- Established practices that were inherited by other stores in the region
- Reviewed sales and customer relations reports by analyzing and categorizing sales information
- Identified and investigated customer complaints and service suggestions
- Performed department, sales, and loss prevention audits
- Developed and implemented community services programs
- Trained all new associates on merchandising and visuals.
Compleat Rehab and Sports Therapy
Medical Billing and Coding Externship
03.2018
Job overview
- Participated in 171-hour unpaid externship
- Managed health records request and posted patient payments
- Updated patient records for accurate billing
- Process EOBs checks for deposit and researched insurance payments not posted
- Researched denials under supervision
- Received excellent externship feedback from supervisor.
Education
Northeastern Technical College
AAS- Accounting
Southeastern Institute
Electronic Medical Billing and Coding Specialist, NHA Certified
University Overview
Completed numerous courses and seminars in customer service, insurance, medical office procedures, medical terminology, time management, leadership. CPR, HIPAA/OSHA
Skills
Microsoft Office
Labor Relations
Payroll
Inventory
Staff Training
Scheduling
Claims Processing
Store Planning
Access Protection
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid time off401k matchPaid sick leaveStock Options / Equity / Profit SharingPersonal development programsInterests
Sewing
Timeline
Team Lead
Walmart
12.2021 - Current
Store Manager
Dollar General
05.2019 - 12.2021
Medical Billing and Coding Externship
Compleat Rehab and Sports Therapy
03.2018
Department Manager
Walmart
06.2013 - 05.2019
Department Manager
Walmart
10.2008 - 06.2013
Department Manager
Walmart
07.2004 - 10.2008
Northeastern Technical College
AAS- Accounting
Southeastern Institute
Electronic Medical Billing and Coding Specialist, NHA Certified