Tosha Wilson
Huber Heights
Summary
Dynamic Senior Customer Care Specialist at Assurant with expertise in escalation management and effective communication. Proven track record in training development and data analysis, enhancing customer experience processes. Recognized for resolving complex issues swiftly while fostering a collaborative team environment, ensuring high levels of customer satisfaction and operational efficiency.
Overview
17
17
years of professional experience
Work History
Senior Customer Care Specialist
Assurant
Springfield
10.2012 - Current
- Resolved customer inquiries through effective communication and empathy.
- Managed complex escalations to ensure timely and satisfactory resolutions.
- Trained new team members on customer service protocols and company policies.
- Collaborated with cross-functional teams to enhance customer experience processes.
- Analyzed customer feedback to identify trends and recommend improvements.
- Developed training materials for ongoing staff development in customer care skills.
- Trained new employees on company policies and procedures related to customer service.
- Maintained accurate records of all customer interactions in the company database.
- Resolved customer inquiries, complaints, and requests efficiently and professionally.
- Managed escalated customer service calls by providing appropriate solutions quickly.
Dietary Aide
Masonic Nursing Home
Springfield
07.2011 - 10.2012
- Prepared and served meals according to dietary guidelines and resident preferences.
- Assisted with meal setup and cleanup in dining areas for efficient service.
- Communicated with kitchen staff regarding special dietary needs of residents.
- Maintained cleanliness of kitchen and dining areas following health regulations.
- Participated in training new dietary aides on policies and procedures effectively.
- Set up trays and food service carts to deliver food to residents.
- Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
- Treated patients and team members with dignity and respect.
- Assisted in the ordering, receiving, storage, and inventory of food items.
Private Home Health Care Provider
Self
Xenia
09.2008 - 01.2011
- Assisted clients with daily living activities and personal hygiene needs.
- Maintained accurate and detailed care records for each client visit.
- Administered prescribed medications as directed by healthcare providers.
- Coordinated transportation for clients to medical appointments and social events.
- Maintained a clean and safe environment for the client; changing bed linens, cleaning bathrooms, vacuuming carpets, washing dishes, laundry.
- Assisted clients with mobility issues by providing support for walking, transferring from bed to chair.
- Demonstrated compassion and respect for all clients while maintaining professional boundaries at all times.
Education
Associate of Applied Science - Business Management With Human Resource Management
Clark State Community College
Springfield, OH05-2015
Skills
- Escalation management
- Training development
- Data analysis
- Conflict resolution
- Effective communication
- Strong leadership
Timeline
Senior Customer Care Specialist
Assurant
10.2012 - Current
Dietary Aide
Masonic Nursing Home
07.2011 - 10.2012
Private Home Health Care Provider
Self
09.2008 - 01.2011
Associate of Applied Science - Business Management With Human Resource Management
Clark State Community College
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