TONYELL BANKS
RAYVILLE,US
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining operations, notably at Support Ninja. Expert in technical troubleshooting and fostering positive client relationships through active listening. Achieved a 10% increase in target metrics through diligent collection efforts. Skilled in data entry and problem-solving, I excel in fast-paced environments, driving efficiency and exceeding service standards.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Support Ninja
Austin, TX
12.2024 - Current
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Recorded all customer interactions into the database system accurately and completely.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
RECORDS RETRIEVAL AGENT
Cotiviti
South Jordan, UT
03.2023 - 10.2024
- Ensure client requests meet service standards, enhancing process efficiency.
- Address customer inquiries promptly, fostering an understanding of retrieval processes.
- Research and locate specific documents, improving service delivery.
- Maintain confidential databases, ensuring data integrity, and privacy. Build vendor relationships, and streamline retrieval processes.
- Streamlined records retrieval process through meticulous research and vendor relationship management, ensuring timely delivery of critical documents.
CUSTOMER SERVICE REPRESENTATIVE
Alorica
01.2023 - 03.2023
- Resolved customer inquiries efficiently, fostering positive relationships
- Collaborated with team to streamline processes, enhancing overall service quality
- Proposed creative solutions to recurring issues, reducing repeat calls
- Adapted quickly to new technologies, improving customer interaction efficiency
- Maintained meticulous customer records, ensuring accurate information for follow-ups
- Analyzed call patterns to identify areas for service improvement
MEMBER SERVICE REPRESENTATIVE
BroadPath
Tucson, AZ
12.2021 - 12.2022
- Resolved high-volume inbound calls, boosting member satisfaction and engagement.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered tailored solutions for Medicaid and Medicare inquiries, enhancing member understanding.
- Ensured confidentiality compliance, handling sensitive information with discretion.
- Met quality and productivity benchmarks, significantly improving team performance.
SUPERVISOR
Caring Angel Connection, LLC
Rayville, LA
07.2020 - 11.2021
- Oversaw employee performance, delivering feedback and coaching for professional development
- Conducted candidate interviews and evaluated staff performance, contributing to team-building efforts
- Adhered to organizational policies and objectives, ensuring alignment with communication strategies
- Collaborated with a management team to effectively distribute responsibilities and enhance operations
- Led a team of 20 to achieve and often exceed predetermined operational targets
- Utilized leadership abilities and analytical skills to optimize team productivity and streamline processes
GUEST SERVICE REPRESENTATIVE
Red Roof Inn
West Monroe, LA
05.2019 - 10.2020
- Delivered exceptional customer service by engaging in warm, enthusiastic interactions to ensure a high level of guest satisfaction
- Addressed and resolved guest complaints effectively, ensuring issues were settled to the guests' complete satisfaction
- Welcomed an average of 60 guests daily, providing assistance and answering inquiries to foster positive relationships and loyalty
- Compiled and analyzed daily reports on guest occupancy, financial transactions, and room service consumption for operational efficiency
- Reported and coordinated with housekeeping and maintenance staff to ensure timely resolution of any guest room issues
- Processed guest reservations via phone and email, meticulously entering and confirming information in the hotel database
ASSISTANT MANAGER
Security Finance
Rayville, LA
11.2018 - 05.2019
- Cultivated and sustained positive relationships with clients, ensuring ongoing engagement and satisfaction
- Delivered high-quality customer service, addressing client needs and fostering loyalty
- Managed office cash operations, maintaining accuracy and security in all financial transactions
- Improved account growth by applying sound lending judgment and executing effective customer outreach strategies
- Ensured adherence to all state and federal lending regulations, as well as internal company policies
- Reduced delinquent debt by conducting diligent collection efforts via telephone and field visits, achieving a 10% increase in company-set targets
- Maintained accurate and compliant records in accordance with established company procedures
ASSISTANT MANAGER
Circle K
Rayville, LA
03.2018 - 11.2018
- Oversaw aspects of maintenance, inventory and daily activity management
- Delegated assignments based on team strengths to optimize floor coverage and service levels
- Handled scheduling for store shifts to achieve adequate staffing
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Rotated merchandise and displays to feature new products and promotions, increasing sales by 5%
- Supervised and evaluated staff of 5 to help improve skills, achieve daily objectives and attain advancement
- Processed payments for credit and debit cards and returned proper change for cash transactions
STORE TRAINER
Brookshires
Rayville, LA
05.2013 - 02.2018
- Delivered comprehensive interpretations of human resources policies, procedures, and regulations to ensure organizational compliance
- Coordinated and executed orientation sessions for new employees, facilitating a smooth onboarding process
- Communicated job roles, responsibilities, compensation, and benefits to prospective employees, aiding in transparent recruitment efforts
- Monitored and reported on the training progress of over 20 employees to management, providing critical feedback for development programs
- Served as an advocate for staff, assisting in the identification and resolution of workplace conflicts to enhance team dynamics
- Collaborated with customer service teams to uphold a friendly and responsive atmosphere, implementing immediate corrective actions when necessary
- Ensured the store met aesthetic standards for a positive customer shopping experience, overseeing presentation and layout
- Uphold stringent cleanliness and safety standards within the work and public spaces, complying with company safety protocols
Education
HIGH SCHOOL DIPLOMA -
Rayville High School
RayvilleSkills
- Problem Solving
- Active listening
- Data entry
- Time management
- Health Records Management
- General Office Functions
- Verbal and written communication
- Technical troubleshooting
- Email management
- Call center experience
Timeline
Customer Support Specialist
Support Ninja
12.2024 - Current
RECORDS RETRIEVAL AGENT
Cotiviti
03.2023 - 10.2024
CUSTOMER SERVICE REPRESENTATIVE
Alorica
01.2023 - 03.2023
MEMBER SERVICE REPRESENTATIVE
BroadPath
12.2021 - 12.2022
SUPERVISOR
Caring Angel Connection, LLC
07.2020 - 11.2021
GUEST SERVICE REPRESENTATIVE
Red Roof Inn
05.2019 - 10.2020
ASSISTANT MANAGER
Security Finance
11.2018 - 05.2019
ASSISTANT MANAGER
Circle K
03.2018 - 11.2018
STORE TRAINER
Brookshires
05.2013 - 02.2018
HIGH SCHOOL DIPLOMA -
Rayville High School
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