Tonya Stone
Clarksville,TN
Summary
Results-driven Customer Service Specialist with a solid background in delivering exceptional support across various industries, including healthcare, utility billing, and emergency roadside assistance. Expert in building customer loyalty through proactive conflict mediation and effective communication strategies. Excels in high-pressure environments, offering a resilient and resourceful approach to problem-solving and customer care with a calm and composed in stressful situations.
Overview
10
10
years of professional experience
Work History
CUSTOMER CARE CONSULTANT
Centerstone of America
Clarksville, TN
01.2022 - Current
- Greeted clients with a warm and positive attitude, promoting a supportive environment for individuals seeking behavioral health and co-occurring services
- Oversaw the accurate collection and updating of client data, ensuring swift responses to communications through phone, email, and other digital platforms
- Utilized Telehealth to provide essential behavioral health services to clients, overcoming geographical and logistical barriers to care
Unit Secretary
Tennova Hospital
Clarksville, TN
02.2023 - 02.2024
- Answered telephone calls promptly and directed them to appropriate personnel or departments.
- Assisted nursing with minor patient care needs.
- Assigned new patients to their unit.
- Set up patients for discharge preparing documents for Dr.’s approval and signature.
- Attended regular meetings with department heads to discuss any changes in procedures and policies affecting unit operations.
- Light cleaning
CUSTOMER CARE ASSOCIATE
Agero Cross Country
Clarksville, TN
05.2019 - 02.2023
- Spearheaded the delivery of high-quality assistance to stranded motorists as a key member of the WFH call center team, ensuring rapid response and resolution of emergencies
- Utilized advanced GPS systems for precise troubleshooting and location tracking, significantly reducing response times for stranded motorists
- Provided critical support and reassurance to customers during stressful situations, prioritizing safety and delivering peace of mind throughout service interactions
- Accurately billed insurance companies for service overages, improving revenue recovery and maintaining transparent customer transactions
BILLING SPECIALIST
National Grid
Brooklyn, NY
01.2015 - 05.2019
- Led and managed escalations and callbacks, enhancing team performance through on-the-job training and guidance, and ensuring high standards of service in billing operations
- Processed customer billings, conducted thorough account reviews, and made precise adjustments to address discrepancies, improving billing accuracy and customer trust
- Excelled in delivering outstanding customer service, adeptly addressing and solving complex billing and collection issues, and consistently exceeding customer satisfaction goals
- Addressed and resolved customer issues with a professional and calm demeanor, applying strategic problem-solving to achieve optimal outcomes and maintain service excellence
Education
High School Diploma -
Clarksville High School
Clarksville, TNSkills
- CUSTOMER SERVICE MANAGEMENT
- Team Supervision & Training
- Customer Complaint Resolution
- Performance Evaluation
- Call Center Operations
- Patient care
- Mental healthcare
- Relationship Building
- Typing speed 35 WPM
- Complaint resolution
- Follow-up skills
Timeline
Unit Secretary
Tennova Hospital
02.2023 - 02.2024
CUSTOMER CARE CONSULTANT
Centerstone of America
01.2022 - Current
CUSTOMER CARE ASSOCIATE
Agero Cross Country
05.2019 - 02.2023
BILLING SPECIALIST
National Grid
01.2015 - 05.2019
High School Diploma -
Clarksville High School
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