Tonya Turner
CLINTON,PENNSYLVANIA
Summary
Diligent Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
26
26
years of professional experience
Work History
Customer Support Specialist
Turner Business Group TBG LLC
04.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Updated account information to maintain customer records.
- Responded to customer inquiries through various channels like phone, email, and chat.
- Troubleshoot issues, provide solutions, and guide customers through the resolution process.
Program Aide
Milestone Centers, Inc
11.2017 - 04.2018
- Directly supervises program participants in the absence of full-time employees.
- Behavioral supports including execution of individual plan(s) as written.
- Run production line for client workers while maintaining constant work flow.
- Completion of all required paper work.
- Support clients with vocational training in the building and in the community.
- On-the-job training for client workers.
- Promote skill growth and independence of clients.
- Implement program plans and goals currently established
Patient Surveyor
Life Journeys Home Care
02.2015 - 11.2017
- Administer patient satisfaction surveys to gather feedback on their healthcare experiences.
- Verify the completeness and accuracy of survey responses, addressing any inconsistencies or missing information.
- Collect, compile, and analyze survey data to identify trends, patterns, and areas for improvement in patient care.
- Create comprehensive reports summarizing survey results, including key findings, recommendations, and actionable insights.
- Handle survey responses with utmost confidentiality, ensuring patient privacy is protected in accordance with healthcare regulations.
Medical Records Field Technician
Enterprise Consulting Solutions
11.2014 - 02.2015
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Supported medical staff by providing organized and accurate medical records.
Cage Cashier
Rivers Casino Pittsburgh
12.2012 - 01.2013
- Processed various cash transactions and answered gaming customer questions.
- Quickly and accurately counted drawers at start and end of each shift.
- Enforced company standard operating procedures, gaming regulations and Title 31 compliance.
- Counted and recorded assigned funds and made exchanges of funds throughout shift.
- Secured casino funds not in use after balancing cash drawer.
- Provides even exchange of cash and exchanges of receipts for cash.
- Responsible for performing a wide variety of monetary transactions for the guest from the casino cage and assisting in the safeguarding of company assets by ensuring all distinguishing job duties are performed according to established company policies and procedures.
Home Retention Collections Specialist I
Bank Of America, NA
09.2011 - 12.2012
- Resolved late stage delinquencies on home loans through both inbound and outbound collection calls.
- Worked with customers to help them understand their mortgage terms, review delinquency patterns and negotiate payment arrangements.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
Records Management Clerk
On A Key Records
03.2003 - 08.2008
- Scanned paper documents into computer and assigned identification numbers to simplify tracking process.
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Contacted document requestors and obtained additional information required to process document requests.'
- Maintained organized filing system to facilitate easy retrieval of documents.
- Operated office equipment to scan and copy documents.
- Retrieved file information and made copies for authorized users.
Records Management Clerk
On A Key Records
08.2008 - 09.2011
- Scanned paper documents into computer and assigned identification numbers to simplify tracking process.
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Contacted document requestors and obtained additional information required to process document requests.'
- Maintained organized filing system to facilitate easy retrieval of documents.
- Operated office equipment to scan and copy documents.
- Retrieved file information and made copies for authorized users.
Bank Teller Supervisor
Dollar Bank
04.1998 - 03.2003
- Counted cash drawers and made bank deposits.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Examined tellers' reports of daily transactions for accuracy.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Supervised teller staff, handled teller vault and ATM audits and large cash deposits.
- Resolved problems for cash handling, adjustments, branch balancing and overrides.
- Authorized signatures for cashier checks, opened accounts, and provided other high quality customer service and clerical duties as needed.
Education
Associate of Arts - Information Technology
University of Phoenix (Axia College)
Phoenix, AZSkills
- Quality Assurance
- Call Management
- Complaint Resolution
- Report Generation
- Customer Service
- Verbal/Written Communication
- Requests for Information
- Document Scanning
- Medical Records Management
- HIPAA Regulations
- Healthy Learning Environment
- Cash Handling
- Bank Deposit Preparation
- Account Balancing
- Regulatory Compliance
Additional Information
CUSTOMER SERVICE (10+ years), RECEPTIONIST (10+ years), RETAIL SALES (10+ years), MEDICAL RECORDS (6 years), HEALTH INFORMATION MANAGEMENT (6 years), RECORDS MANAGEMENT (6 years)
Timeline
Customer Support Specialist
Turner Business Group TBG LLC
04.2018 - Current
Program Aide
Milestone Centers, Inc
11.2017 - 04.2018
Patient Surveyor
Life Journeys Home Care
02.2015 - 11.2017
Medical Records Field Technician
Enterprise Consulting Solutions
11.2014 - 02.2015
Cage Cashier
Rivers Casino Pittsburgh
12.2012 - 01.2013
Home Retention Collections Specialist I
Bank Of America, NA
09.2011 - 12.2012
Records Management Clerk
On A Key Records
08.2008 - 09.2011
Records Management Clerk
On A Key Records
03.2003 - 08.2008
Bank Teller Supervisor
Dollar Bank
04.1998 - 03.2003
Associate of Arts - Information Technology
University of Phoenix (Axia College)
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