Summary

Overview

Work History

Education

Skills

Timeline

Toyanna Wilson

Chicago ,Illinois

Summary

Offering strong foundation in communication and interpersonal skills with readiness to learn and grow in customer-focused role. Brings ability to understand and adapt to customer needs, utilizing CRM tools and software. Ready to use and develop communication and problem-solving skills in Customer Service Agent role.

Overview

2026

years of professional experience

Work History

Work From Home Agent

Time Warner Cable

Executed strategic time management practices to successfully handle professional tasks and home obligations remotely.
Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
Resolved customer inquiries and complaints from multiple channels with moderate supervision.
Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.

Outbound Customer Service Representative

American Red Cross

02.2024 - 03.2025

Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
Delivered constructive suggestions to supervisor for improving outbound sales development processes.
Resolved client concerns swiftly to enhance service quality.
Followed-up on leads produced by outbound marketing campaigns based on established criteria.
Met established attendance expectations and team revenue goals to achieve company objectives.
Adhered to strict confidentiality guidelines, protecting customer privacy and sensitive data at all times.
Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
Developed rapport with customers, resulting in increased trust and loyalty towards the company''s products and services.
Worked alongside sales, marketing, and management groups to achieve joint goals.

Housekeeping Supervisor

All 4 One Janitorial Services LLC

05.2024 - 02.2025

Executed routine checks on commercial establishments to maintain housekeeping standards.
Coordinated supply orders.
Coordinated repair requirements with appropriate divisions.
Supervised a team of 15 employees, ensuring effective schedules and project delivery.

IT Technician

Convergys, AT&T

04.2023 - 02.2025

Maintained office PCs, networks and mobile devices.
Established, repaired and optimized networks by installing wiring, cabling and devices.
Diagnosed and resolved technical issues remotely, reducing reliance on onsite interventions.
Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
Supported seamless remote work transitions by setting up and troubleshooting VPN connections for customers.

Claims Representative

BCBS

03.2016 - 05.2019

Worked productively in fast-moving work environment to process large volumes of claims.
Maintained regular communication with customers to address unresolved issues.
Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.