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
8101 Southside Blvd Jacksonville FL
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
3714 Beach Blvd Jacksonville FL
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
6700 Southpoint PKWY Jacksonville FL
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