Tonya Lincoln
Customer Service Representative
Longview,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Non-Medical Transportation Driver
Arvy LLC
06.2019 - 11.2022
- Picking up patients from their homes and transporting them to medical appointments.
- Leverage standard maps or the GPS to find short and safe routes to destinations.
- Make vehicles ready for transport by ensuring that patients’ sitting and lying down areas are cleared.
- Take instructions from dispatch teams concerning destinations and timelines, and make sure both are taken into account when making deliveries of transports.
- Help members of the medical staff in unloading patients safely.
- Provide supervisors with information on any issues or problems that may surface during regular vehicle checkups.
- Achieved daily preparation for vehicle inspections prior to travel.
- Participated in annual training to maintain Texas commercial driver's license certification for medical transport.
Substitute Teacher
Longview ISD
09.2017 - 05.2019
- Supervising students both inside and outside the classroom. This includes the hallways, the playground, and the cafeteria.
- Attending parent-teacher conferences if necessary.
- Submitting official grades after the grading period.
- Meeting each class on-time
- Facilitating the teacher’s lesson plans.
- Giving details to the teacher about what happened in class.
- Following the steps to reach your lesson goals.
- Assigning homework and explaining it.
- Supervising students in all areas of the school, including the corridors and cafeteria.
- Respecting all school policies and regulations at all times.
- Keeping track of your daily activities and taking notes.
- Making sure that your classroom and work area are clean and tidy.
- Overseeing normal classroom rhythms.
- Preparing a report for the teacher for when he/she comes back.
Customer Service Representative
Converges
12.2015 - 08.2017
- Assisted average of 50 customer each day with inbound account issues related to their phone and other devices.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Department Specialist
Kmartcorp
07.2015 - 12.2015
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Attended regular training sessions to keep updated on trends, competitive markets and ways to improve brand recognition.
- Delivered key information on product features to help customers make educated purchasing decisions.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Package and store customers purchases.
- Process payments.
- Clean the store and ensure products are properly displayed before the store opens.
- Organize merchandise on shelves and restock them when they become empty.
- Find and retrieve store merchandise.
- Advise customers concerning particular products or services.
- Perform routine inventory counts and submit reports to the Store Manager.
- Carry out other store administrative tasks as directed by the Store Manager.
Customer Service Representative
SFG
01.2013 - 12.2015
- Assisted average of 65 customer each day with inbound accounts inquires.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
MBA - Master
LeTourneau University
Longview, TX12.2012
BBA - Business
LeTourneau University
LeTourneau University12.2010
Associate of Science - Education
Kilgore College
Kilgore, TX05.2004
Skills
- KNOWLEDGE & SKILLS
- Proficient Troubleshooter
- Customer Support
- Exceptional telephone etiquette
- Escalations
- Patient and organized
- Billing Support
- Proactive
- Knowledge Articles
- Diverse PC Knowledge
- Process Improvement
- Coachable
Timeline
Non-Medical Transportation Driver
Arvy LLC
06.2019 - 11.2022
Substitute Teacher
Longview ISD
09.2017 - 05.2019
Customer Service Representative
Converges
12.2015 - 08.2017
Department Specialist
Kmartcorp
07.2015 - 12.2015
Customer Service Representative
SFG
01.2013 - 12.2015
MBA - Master
LeTourneau University
BBA - Business
LeTourneau University
Associate of Science - Education
Kilgore College
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