Summary
Overview
Work History
Education
Skills
Timeline
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Tonya Smith

Chesterfield, VA,VA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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 and providing customized solutions to build loyalty.

Overview

29
29
years of professional experience

Work History

TLC 2, Fulfillment (Universal)

Comcast, Xfinity
Richmond, VA
2015.09 - 2024.04
  • Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Developed and implemented customer service policies and procedures.
  • Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing needs for future contacts.
  • Prioritizes and dispatches service and installation requests. Reschedules and/or assigns jobs to technicians.
  • Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to Technicians daily.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Organized and detail-oriented with a strong work ethic.

Bar Manager

Croakers Spot
01.2012 - 12.2015
  • Purchased food and cultivated strong vendor relationships.
  • Trained staff on proper bar procedures as well as safety regulations and productivity strategies.
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks which increased bar sales, and customer-focused with every event.
  • Explained daily specials and beverage promotions to exceed daily sales goals.
  • Maximized customer service by training staff, overseeing operations, and resolving issues.
  • Implemented drink prep procedures, significantly reducing wasted stock.
  • Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies,
  • Boosted customer satisfaction by implementing innovative bar management strategies.
  • Enhanced team productivity through effective scheduling and task delegation.
  • Analyzed sales data to identify trends, adjusting happy hour menu offerings accordingly.

Project Coordinator

Capital One
03.1995 - 10.2012
  • Wrote technical narratives to document processes and design changes.
  • Established rapport and engaged with stakeholders to build lasting professional relationships.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Kept corporate and client information confidential, adhering to data safety measures.
  • Streamlined project management processes by implementing new organizational tools and software.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Elevated overall quality of completed projects by consistently monitoring progress and addressing issues proactively.
  • Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.

Education

High School Diploma -

George Wythe High School
Richmond, VA
06.1986

Skills

  • Excellent Communication
  • Work Prioritization
  • Order Picking and Processing
  • Quality Assurance and Control
  • Critical Thinking
  • Willing to Learn
  • Team Leadership
  • Sorting and Organizing
  • Teamwork and Collaboration

Timeline

TLC 2, Fulfillment (Universal)

Comcast, Xfinity
2015.09 - 2024.04

Bar Manager

Croakers Spot
01.2012 - 12.2015

Project Coordinator

Capital One
03.1995 - 10.2012

High School Diploma -

George Wythe High School

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Tonya Smith