TONYA MCDONALD
Elk Grove,CA
Summary
Experienced Customer Care Specialist with a proven ability to address customer requests and concerns. Highly skilled in providing accurate information and offering effective solutions. Recognized for punctuality, reliability, and a deep commitment to making a positive impact. Excels in challenging scenarios, demonstrating resourcefulness and adaptability with a positive and energetic demeanor.
Overview
11
11
years of professional experience
Work History
CSR Tier 1
TTEC Government Solutions LLC- Covered California
09.2023 - 03.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Patiently assisted approximately 30 or more customers per day with Health Care Plan Enrollments, while demonstrating empathy and compassion.
- Increased first-call resolution rates by carefully listening to customers needs and providing accurate information based on their inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
Guest Service Representative
Extended Stay America
03.2022 - 09.2023
- Resolved guest complaints and discrepancies in prompt and courteous manner
- Welcomed guests on arrival, displaying professional and friendly approach
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Answered high-volume hotel phones with professionalism and directed calls appropriately.
Customer Service Associate
People Ready Staffing
08.2017 - 03.2022
- Maintained 100% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Lead Cashier
Sprouts Farmers Market
05.2013 - 05.2017
- Alleviated customer service needs with policy-appropriate solutions
- Communicated with customers and team members to solve problems
- Helped customers complete purchases, locate items, and join reward programs
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Increased customer loyalty and retention.
Education
High School Diploma -
Hayward High School
Hayward, CANo Degree - Accounting and Business Management
Cosumnes River College
Sacramento, CA05.2012
Skills
- Data Entry
- Typing 40 WPM
- Multitasking and Time Management
- Customer Relations and Communications
- Microsoft Office ie, Outlook, Word, Excel
- Call Center Experience
- Salesforce CRM system proficiency
- Adaptability and Flexibility
- Client Satisfaction
- Empathy and Patience
Timeline
CSR Tier 1
TTEC Government Solutions LLC- Covered California
09.2023 - 03.2024
Guest Service Representative
Extended Stay America
03.2022 - 09.2023
Customer Service Associate
People Ready Staffing
08.2017 - 03.2022
Lead Cashier
Sprouts Farmers Market
05.2013 - 05.2017
High School Diploma -
Hayward High School
No Degree - Accounting and Business Management
Cosumnes River College
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