Toshinna Wright

• Gathered and verified critical project documentation, ensuring strict adherence to internal standards and organizational policies for data entry.
• Utilized multiple internal CRM systems, databases, and digital reference materials simultaneously across multiple screens to accurately process high volumes of client requests.
• Maintained continuous, high-level communication with external clients and internal departments to resolve service issues and deliver impeccable customer service.
• Successfully managed a high volume of time-sensitive inquiries and project files daily while working independently under minimal supervision. Evaluated complex client requirements, performed information reviews to eliminate processing risks, and proactively followed up to resolve service bottlenecks.

• Secure orders utilizing pay system within applications and ensure accuracy of orders.
• Use familiarity with the community to navigate efficient and timely routes for delivery.
• Implemented process improvements that increased order accuracy and reduced delivery delays.
• Utilized inventory management systems to track product availability and ensure timely deliveries.
• Maintained upbeat, positive attitude in busy, customer-focused environment.
• Managed customer inquiries and complaints in polite and professional manner.

• Assess customer needs and enrolled them in various programs to assist.
• Utilized problem solving skills while contacting other departments, insurance companies, and pharmacies to assist the customer in any way possible.
• Analyzed program data to identify trends and improve service delivery strategies.
• Managed project timelines and deliverables, ensuring alignment with organizational goals and client expectations.
• Received incoming phone calls and contact form submissions and provided timely responses to inquiries.

• Communicated with customers utilizing positive attitude and clear communication skills.
• Utilized ability to multitask with multiple customers and other responsibilities in a busy atmosphere
• Resolved conflict with customers and co-workers as needed.
• Upsold specials and utilized familiarity with the menu to make recommendations
• Resolved customer complaints swiftly, reinforcing positive relationships with patrons.
• Assisted in inventory management, tracking stock levels, and minimizing waste effectively.
• Worked with POS system to place orders, manage bills, and handle complimentary items.

Surpass Contact Center

• Directed team of 20 associates, handling various constantly changing campaign calls.
• Evaluated employee performance, identifying areas of improvement and communicating plans to employees to make improvements.
• Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
• Managed customer concerns with calm demeanor and knowledgeable service.
• Produced reports outlining information such as call duration and customer satisfaction levels.
• Completed connections between callers, departments, and professional.
• Analyzed call center metrics to identify trends, driving strategic initiatives that improved service delivery outcomes.
• Facilitated weekly team meetings to discuss performance goals, providing actionable feedback to enhance agent productivity.