Tonya Moore
Tennessee Ridge,TN
Summary
Seeks position offering opportunities for new professional and personal challenges. Self-starter with a positive, can-do attitude who is driven to learn, improve and succeed. Dedicated - Customer focused - Quality-oriented and proactive in resolving issues with exceptional organizational and communication skills. Hardworking with experience to achieve positive results and client satisfaction. Reliable, conscientious and capable of taking initiative.
Overview
22
22
years of professional experience
Work History
Receptionist
Houston County Animal Clinic
Erin, TN
08.2023 - 12.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled all payment transactions, cash or card, and maintained sales and payments records accurately.
- Maintained confidentiality of information regarding clients and patients.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Manager
Danville Country Store Bar & Grill
Stewart, TN
04.2022 - 08.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Responsible for all orders for the store and kitchen
- Scheduling staff members every week
- Cleaning, stocking and organizing
- Responsible for money deposits and sometimes going to the bank
- Helped with advertisements
- Cashier, cook, serve and bartend
- Provided great customer service and helped customers with all their needs
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Improved safety procedures to create safe working conditions for workers.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Front Desk Clerk
Florida Orthopedic Institute
Tampa, FL
10.2018 - 03.2020
- Checking patients in and out
- Schedule patients
- Handles payment processing and provides customers with receipts and proper bills and change
- Call insurance companies daily and/or work with Availity/DOL/Tricare websites for authorization to be seen for physical or Occupational therapy, continued therapy and custom made splints
- Contact patients daily for return visits or to be discharged if they haven't returned within two weeks or longer
- Check patients Plan of Care when ending and make sure they are scheduled properly with a Therapist so they can reassess the patient
- Contact new patients daily to schedule for physical or occupational therapy
- Scan daily important Patient documents in to their accounts
- Email Doctors for new scripts for continued therapy if needed
- Enter chart notes on patients account daily
- Answer phones
- Takes care of the new patients once they arrive with documents to fill out and sign
- Registers new patients and enters all documents in chart
- Communicate with patients and their needs as soon as possible
- Request Medical Necessity papers from patients Doctors if needed for insurance purposes
- Handles all patients concerns or redirects them appropriately
- Get printers, schedules, financial sheets and coin insurance slips ready for next business day
- Batch out at the end of every shift and twice a week for all co-workers and send to Corporate office.
- Go to the bank to deposit cash for the company
Team Coach/Supervisor
Alorica Inc.
04.2012 - 04.2018
- Current Managed the day-to-day tactical and long-term strategic activities within the business. Coached and mentored staff members by offering constructive feedback and taking interest in their long-term career growth. Trained new employees
- Provided back-up for other customer service representatives when needed, Managed quality communication and customer support
- Responded to general inquiries from staff and UPS clients via email/phone, Resolve issues Motivate & educate when needed
- Grade emails & provide feed back when needed, Assist CSR's when needed
- Complete weekly reports
- Managed phone calls and emails to assist UPS middle market customers. To go above & beyond to resolve any issues for the customer that may arise. To make sure our customers assigned to our department have no future issues . Educate the customer when needed. Contact other countries to resolve any issues by phone or email work
- Collections - Accurately calculated and handled customer payments through various payment methods. Took payment and applied them to the customers account. Refund customers when acceptable
Customer Service - Collections
Vangent Inc
Tampa, FL
07.2011 - 03.2012
- Provided great customer service in solving and answering customer inquiries regarding their health insurance
- Finding the health coverage that is best for their needs
- Accurately took payment and applied them to the customers account. Make payment arrangements and/or Promise to pays
- Managed, reviewed and reconciled accounts to ensure all payments were posted correctly. Accurately calculated and handled customer payments through various payment methods
- Ensured and provided peace of mind for the elderly
Accounting Clerk
Response Mail Express
Tampa, FL
01.2003 - 04.2010
- Entering applications for financing
- Data Entry
- Costing
- Clerical task, filling, copying and faxing
- Organization
- Microsoft Office
- Commissions for Sales Reps Accomplishment
- Notarized confidential paperwork for the company
- Played an instrumental role in customer satisfaction
- Exceeded corporate target for customer satisfaction for months in row
- Met Corporate goals daily
- Worked committees such as Fun committee and Safety committee
- Event planner for Company Events
Lead Management
Dollar General
Tennessee Ridge, TN
03.2024 - Current
- Daily detailed task working towards customer satisfaction
- Streamlined lead management process by organizing and prioritizing daily tasks, resulting in improved productivity
- Opening and closing store
- Daily money drops
- Daily bank deposits when needed
- Recovering, stocking
- Cashier
- Safety walks
- Responsible to report any damages and any discrepancies to upper management
- Placing ads throughout the store every Saturday
- When closing, making sure store is secure and clean, closing registers and nightly deposits
- Attending to associates when needed and helping to accommodate their needs
- Checking in trucks and vendors
- Filing and answering phone
- Setting up areas for seasonal items or inventory that goes on sale
- Enhanced team productivity by implementing efficient lead management processes.
- Implemented best practices in change management to effectively lead organizational transformations.
- Provided company information and policies to customers upon inquiry
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
- Assisted in training new hires, sharing best practices for exceptional customer service delivery.
Education
High School Diploma -
Brandon Senior High School
Brandon, FL1987
Skills
- Decisive leader, Strong problem solving, Team building, Focused and driven
- Team player, personable
- Dedicated to process improvement, High customer service standards, Positive attitude
- Collections
- Great Customer Service
- Work well without supervision, Ability to provide feedback Strong organization skills, Skilled at learning new concepts quickly while working under pressure
- Microsoft Office, filing, Invoice processing, Adobe, Data entry
- Employee Orientation
- Multi-line Phone Systems
- Multitasking
- Databases
- Medical Scheduling
- Office Management
- Event Planning
- Quality Assurance
- Accounting
- Project Management
- Insurance Verification
- Clerical Experience
- Accounts Receivable
- Cash handling
- Clerical experience
- HIPAA
- Mentoring
- Supervising experience
- Front desk
- Communication skill
Accomplishments
- Played an instrumental role in customer satisfaction
- Exceeded corporate target for customer satisfaction for months in row
- Promoted to Team Coach and Supervisor after 3 years of completing several different skills. Developed and implemented an innovative internal communications to improve employee engagement
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Worked with company systems and diligently completed all assigned tasks, working overtime as needed. Interacted with 50+ affiliate stations in US, Intn'l, Puerto Rico and Canada ensuring reliable & delivery to residential & business customers.
- Achieved results by completing tasks with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 30+ staff members.
Timeline
Lead Management
Dollar General
03.2024 - Current
Receptionist
Houston County Animal Clinic
08.2023 - 12.2023
Manager
Danville Country Store Bar & Grill
04.2022 - 08.2023
Front Desk Clerk
Florida Orthopedic Institute
10.2018 - 03.2020
Team Coach/Supervisor
Alorica Inc.
04.2012 - 04.2018
Customer Service - Collections
Vangent Inc
07.2011 - 03.2012
Accounting Clerk
Response Mail Express
01.2003 - 04.2010
High School Diploma -
Brandon Senior High School