Tonya Williams
Petersburg,VA
Summary
Experienced Billing Specialist 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
8
8
years of professional experience
Work History
Senior Customer Operations Specialist
Virtual Call Center (Arise Platform)
03.2020 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled 50 + customer interactions daily, giving detailed, personalized, and polite service and excellent communication to ensure customer retention and satisfaction.
- Proven ability to multitask and thrive in fast-paced environment.
- Excellent customer and solving skills.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Researched and resolved billing discrepancies to enable accurate billing.
Customer Operations Specialist
Sykes-Alpine Access
08.2016 - 01.2019
- Assisted customers by answering questions and responding to inquiries.
- Advised 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.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 30 customers each day.
- Maintained and managed customer files and databases.
- Technical Support
- Researched and resolved billing discrepancies to enable accurate billing.
Education
Associate of Science - Social Work
Bronx Community College of The City University of New York
The Bronx, NYAssociate of Applied Science - Medical Assisting
Mandl School
New York, NY12.2002
Skills
- Report Generation
- Price Quotes
- Customer Order Management
- Customer Retention
- Time Management
- Customer Satisfaction
- Policy and Procedure adherence
- Account Updating
- Data Analysis
Skills Overview
- Innovative relationship-building techniques with the ability to actively listen and to solve customer concerns with services with empathy and efficiency
- Demonstrated ability to improve case intake strategies to assure accurate reporting and filing of cases
- Operations thinking approach that helps understand the customer needs and works with teammates, leadership to bring solutions to customer issues
- Innovative and creative solutions for the ideation and execution of services that boost the value proposition to executive leadership
- Elevated knowledge of policy and regulatory compliance to assure all filings are within designated parameters
Timeline
Senior Customer Operations Specialist
Virtual Call Center (Arise Platform)
03.2020 - Current
Customer Operations Specialist
Sykes-Alpine Access
08.2016 - 01.2019
Associate of Science - Social Work
Bronx Community College of The City University of New York
Associate of Applied Science - Medical Assisting
Mandl School
Similar Profiles
Iman GarbaIman Garba
Valvoline Support Specialist at Valvoline Virtual Control Call CenterValvoline Support Specialist at Valvoline Virtual Control Call Center
Amber DarlingAmber Darling
Customer Service Representative at Arise PlatformCustomer Service Representative at Arise Platform
April MoonApril Moon
CUSTOMER SERVICE REPRESENTATIVE at Arise PlatformCUSTOMER SERVICE REPRESENTATIVE at Arise Platform