Summary
Overview
Work History
Education
Skills
Timeline
Generic

TONYA Ling

Clyo,GA

Summary

Talented remote Customer Service Agent with background communicating with customers. Highly skilled at answering questions and providing information. Expert at handling difficult situations smoothly for excellent customer experiences and top reviews. Highly efficient and productive working remotely.

Overview

10
10
years of professional experience

Work History

Lead Customer Service Representative

Matson Logistics
Pooler, GA
08.2023 - 06.2024
  • Developed strategies to improve the overall quality of customer experience.
  • Tracked customer issues and worked closely with relevant teams to resolve them quickly.
  • Conducted regular staff training sessions on customer service techniques.
  • Monitored team performance and provided feedback for improvement.
  • Assisted in resolving escalated customer complaints.
  • Handled inquiries from customers regarding product information or services offered.
  • Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
  • Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
  • Participated in cross functional meetings to discuss upcoming initiatives related to customer service.
  • Monitored team performance metrics and identified areas for improvement.
  • Provided guidance and support to customer service representatives.
  • Conducted regular performance reviews of team members to ensure quality standards were met.
  • Oversaw customer support services for multiple locations.
  • Processed customer account changes with proprietary software.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Managed key account service, providing exceptional support to foster loyalty and retention.
  • Directed inbound calls in phone queues to improve call flow.
  • Collected deposits or payments and arranged for billing.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Warehouse Manager

HMTX
Rincon, GA
01.2019 - 07.2023
  • Conducted regular audits of warehouse operations to identify areas of improvement.
  • Organized regular cycle counts of physical inventory to ensure accuracy of system data.
  • Negotiated contracts with suppliers for material procurement needs.
  • Monitored staff performance, identified areas for improvement, and provided training as needed.
  • Assisted in recruiting, hiring, onboarding, and managing warehouse personnel.
  • Managed overall budgeting for warehouse operations including labor costs and equipment maintenance expenses.
  • Communicated regularly with other departments regarding supply chain activities.
  • Developed strategies to optimize workflow processes in order to maximize productivity.
  • Ensured that all orders were accurately fulfilled in a timely manner.
  • Resolved customer complaints related to product quality or delivery issues.
  • Collaborated closely with logistics teams to ensure smooth flow of shipments across international borders.
  • Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
  • Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
  • Read computer-generated move tickets, put-away labels and delivery labels to properly move merchandise.
  • Operated forklifts to fill or empty overhead spaces.
  • Established and maintained good relations with customers, vendors, and transport companies.
  • Increased productivity through cross-training and thorough training of both current employees and new hires.
  • Generated warehouse shipping documents, packing lists and invoices.
  • Facilitated team meetings to communicate goals, updates, and solicit feedback for continuous improvement.
  • Consistently met company and department objectives within budget and time constraints.
  • Handled departmental scheduling to maintain proper staffing for shifts.

Lead Customer Service Representative

HMTX
Rincon, GA
07.2014 - 01.2019
  • Developed strategies to improve the overall quality of customer experience.
  • Tracked customer issues and worked closely with relevant teams to resolve them quickly.
  • Conducted regular staff training sessions on customer service techniques.
  • Monitored team performance and provided feedback for improvement.
  • Assisted in resolving escalated customer complaints.
  • Handled inquiries from customers regarding product information or services offered.
  • Conducted regular performance reviews of team members to ensure quality standards were met.
  • Trained new employees on company customer service policies and service level standards.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Managed key account service, providing exceptional support to foster loyalty and retention.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Directed inbound calls in phone queues to improve call flow.
  • Updated databases with new and modified customer data.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.

Education

High School Diploma -

Effingham County High School
Springfield, GA
06-1988

Skills

  • MS Office Applications
  • Customer Complaint Resolution
  • Customer service excellence
  • Data Entry
  • Professionalism
  • Excellent Communication
  • Shipping and receiving understanding
  • Inbound Call Management
  • Call Center Operations

Timeline

Lead Customer Service Representative

Matson Logistics
08.2023 - 06.2024

Warehouse Manager

HMTX
01.2019 - 07.2023

Lead Customer Service Representative

HMTX
07.2014 - 01.2019

High School Diploma -

Effingham County High School

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TONYA Ling