Tonya Sapp
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Goodwill
07.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Home Health Care Aide
Quality Care Home Health
03.2017 - 06.2022
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
Inbound Customer Service Representative
Dial America
08.2008 - 10.2012
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answered over numerous calls per shift to meet fast-paced call center demands.
- Resolved complaints to satisfy customers and encourage future transactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
High School Diploma -
William M. Raines High School
Jacksonville, FL05.1995
Skills
- Call Management
- Scheduling
- Product Knowledge
- Complaint Resolution
- Active Listening
- Research
- Critical Thinking
- Recordkeeping Strengths
- Customer Service
- Problem Resolution
- Consultative Sales
- Paperwork Processing
- Information Security
- Team Development
- Quality Control
- Conflict Resolution
- Problem-Solving Abilities
- Call Center Operations
- Technical Support
Timeline
Customer Service Representative
Goodwill
07.2023 - Current
Home Health Care Aide
Quality Care Home Health
03.2017 - 06.2022
Inbound Customer Service Representative
Dial America
08.2008 - 10.2012
High School Diploma -
William M. Raines High School
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