Tonya Zanella

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Developed documentation for policy and procedures.
• Built client/customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with resolution.
• Applied best practices in customer service and employee management to exceed organizational goals.
• Managed VIP accounts, including VIP commercial accounts.
• Investigate and respond to BBB and Attorney General complaints.

Recruited to investigate and evaluate current operations of the Burbank location.

Restructured dispatch call center for better employee relations and higher customer service experience. Hired and trained new employees for the call center. Up-trained existing dispatch and support staff.

Assumed Project Manager role and responsibilities until the position was filled

Responsible for 7 offices from Ventura, California to Yuma, Arizona.

Manage, train, and develop management and supervisory staff to ensure sites were highly productive and profitable with adhering to company and customer policies.

Developed and wrote company policy and procures.

Traveled for other Area Managers to support their needs with training and developing their supervisor and management staff.

Ironwood purchaed Mountain Satellite, but my position remained the same.

Managed 10 technicians, warehouse, dispatch

Customer service contact for all locations of the company

Traveled to train as additional sites opened

This location was also the payment center to pay your DirecTV bills (Taking in hundred to thousands of dollars each day, which had to be tracked and sent to DirecTV for final processing)