Tonya R FRANKLIN
Edison
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
11
11
years of professional experience
Work History
Recruiter
Delta T Group
06.2023 - Current
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Studied job descriptions and qualifications to determine applicant requirements.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
Center Manager
Grameen America
12.2020 - 10.2023
- Complied with company policies, objectives and communication goals
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Planned and managed resources to consistently meet production, quality and cost goals
- Coordinated with other supervisors, combining group efforts to achieve goals
- Supervised mandatory weekly meetings to ensure members are adhering to agreed contracts
Customer Service Specialist
Live Ops
11.2018 - 09.2022
- Resolved customer issues and diffused situations by listening to concerns and developing solutions
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Maintained customer loyalty by providing fast, friendly and knowledgeable service for routine questions and complaints
- Completed smooth and efficient opening and closing requirements
- Consulted with upset customers to determine best methods to resolve service and billing issues
- Kept customers happy by applying proactive approaches to understanding and resolving diverse issues
- Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues
- Gathered information from customers and asked open-ended questions to understand needs and address quickly
- Uphold strict quality control policies and procedures during customer interactions
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
Coordinator Operation Warm Heart
Elizabeth Coalition
12.2018 - 09.2020
- Conducted new employee orientation to foster positive attitude toward organizational objectives
- Warmly welcomed employees and guests and addressed all needs with conscientious support
- Collected and organized documents and supplies
- Answered mailed, emailed, telephoned and in person requests for service and information
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands
- Efficiently organized office functions for staff of 20 to continuously improve operations and maximize productivity
Customer Service Representative
Best Buy
04.2016 - 09.2018
- Company Overview: Best Buy Geek Squad
- Provided stellar customer service by making customers top priority and putting myself in their shoes
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers
- Provided effective and timely account support in handling inbound customer requests
- Investigated and resolved billing and service discrepancies
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Best Buy Geek Squad
Customer Service Representative
Insurance Auto Auction
03.2014 - 03.2016
- Greeted customers with enthusiasm and offered immediate and friendly service
- Accepted inbound and outbound calls
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Assisted customers with questions and concerns
- Assisted with Motor Vehicle titles and registration and plates
- Assisted with checks, cash, credit card purchases
- Scheduled pick up of automobile pickups and drop offs
Education
Certificate - Health Care Management
Drake College of Business
Elizabeth, NJ10-2011
Skills
- Client Interaction Skills
- Customer Service Excellence
- Detail-Oriented Data Management
- Financial Transaction Oversight
- Appointment Scheduling
- Leadership in Administration
- Appointment Coordination
- Proficient in Prioritizing Tasks
- Conflict Resolution Expertise
- Efficient Time Management
- Proven Dependability
- Effective Communication Skills
Timeline
Recruiter
Delta T Group
06.2023 - Current
Center Manager
Grameen America
12.2020 - 10.2023
Coordinator Operation Warm Heart
Elizabeth Coalition
12.2018 - 09.2020
Customer Service Specialist
Live Ops
11.2018 - 09.2022
Customer Service Representative
Best Buy
04.2016 - 09.2018
Customer Service Representative
Insurance Auto Auction
03.2014 - 03.2016
Certificate - Health Care Management
Drake College of Business
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