Tosha Broadnax
Spring Valley,CA
Summary
Reliable Executive Vice President and Customer Service Representative with passion for motivating focused teams toward goal attainment. Known for adhering to high ethical standards. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
44
44
years of professional experience
Work History
Executive Vice President
Communications Workers Of America (CWA) Local 9509
San Diego, CA
01.2015 - 03.2022
- Provided direction and leadership for over 2000 employees and independent contractors.
- Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Customer Service Representative
AT&T
San Diego, CA
12.2004 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with scheduling appointments.
- Provided primary customer support to internal and external customers.
- Assessed caller accounts to determine benefits, identify service needs and resolve Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
Union Steward
Communication Workers Of America Local 9509
San Diego, CA
03.2011 - 01.2022
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
- Educated employees and management on contract procedures, administration and interpretation.
- Negotiated collective bargaining agreements.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Collections Representative
AT&T
San Diego, CA
06.2000 - 12.2004
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled 50-75 outbound and inbound calls daily with goal of collecting owed debt.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Discussed options with delinquent clients in terms of proposed solutions or disconnect service.
- Counseled debtors on payment options and arranged installment agreements
Directory Assistance Operator
Pacific Bell Telephone
San Diego, CA
09.1996 - 06.2000
- Completed and forwarded forms for listing corrections, incidents and emergency calls to correct personnel.
- Accessed number directories to provide relevant information to callers.
- Answered questions about third-party charges and refunded incorrect bills.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Assisted over 200 customers daily by answering questions and providing listings, while maintaining professionalism and upbeat tone.
Education
High School Diploma -
San Diego High School
San Diego, CA 06.1986
Skills
- Executive Compensation
- Active Listening
- Integrity and Transparency
- Critical Thinking
- Effective Communicator and Public Speaker
- Call Documentation
- Calm and Professional Under Pressure
- Union Negotiations
- Reading Comprehension
- Time Management
- Managing Delinquent Accounts
- Goals and Performance
Timeline
Executive Vice President
Communications Workers Of America (CWA) Local 9509
01.2015 - 03.2022
Union Steward
Communication Workers Of America Local 9509
03.2011 - 01.2022
Customer Service Representative
AT&T
12.2004 - 03.2022
Collections Representative
AT&T
06.2000 - 12.2004
Directory Assistance Operator
Pacific Bell Telephone
09.1996 - 06.2000
High School Diploma -
San Diego High School
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