Tonya Ng
Burnet
Summary
Dynamic professional with a proven track record at Baylor Scott & White Medical Center, excelling in customer service and teamwork. Recognized for enhancing patient experiences through effective communication and problem-solving. Dependable and responsible, adept at managing high-pressure situations while maintaining organizational efficiency and fostering a positive work environment.
Overview
29
29
years of professional experience
Work History
Workmans Compensation
Baylor Scott & White Medical Center
11.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Access Services Representative
Baylor Scott & White Medical Center
04.2021 - 11.2021
- Ensured smooth transitions between departments for patients by communicating relevant information to necessary personnel in a timely manner.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Call Center Representative
Baylor Scott & White Medical Center
06.2016 - 04.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Supervisor
Dollar General
04.2014 - 05.2016
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Store Manager
Rack Room Shoes Inc.
07.2006 - 12.2012
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Waitress Supervisor
Szechuan Chinese Restaurant
04.1996 - 06.2006
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
Education
No Degree - Computer Engineering
CTC
Killeen, TXHigh School Diploma -
Quest High School
Burnet, TX05-1999
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Dependable and responsible
- Computer skills
- Organizational skills
Timeline
Workmans Compensation
Baylor Scott & White Medical Center
11.2021 - Current
Access Services Representative
Baylor Scott & White Medical Center
04.2021 - 11.2021
Call Center Representative
Baylor Scott & White Medical Center
06.2016 - 04.2021
Supervisor
Dollar General
04.2014 - 05.2016
Store Manager
Rack Room Shoes Inc.
07.2006 - 12.2012
Waitress Supervisor
Szechuan Chinese Restaurant
04.1996 - 06.2006
No Degree - Computer Engineering
CTC
High School Diploma -
Quest High School
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