Terrisha Toney

**** ***** ****** #***

Las Vegas, Nevada 89169

Polished, professional customer service representative offering:

Experience providing customer support in busy call center environments

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

PROFESSIONAL EXPERIENCE

Ameriprise

Client Services Representative 1/2015- Present

Serves as first customer point of contact regarding routine service issues, assist in troubleshooting issues, and enter service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution. Receives guidance from Coaches on a frequent basis to process these requests.

Continue to develop understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Refer more complex issues to appropriate service partners.

Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding question(s). May process routine service transactions, or resolve account service casework which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.

Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests. Utilize appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes.

SITEL 6/2014-12/2014

Customer Service and Technical Support

Answer inbound calls within guidelines/goals established by the client and contact center management.

Consistently achieve call quality score goals to meet client and customer satisfaction goals.

Upsell and make save offers with each customer interaction.

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

CITY OF PASADENA

Recreation Leader 5/2005-11/2013

Help the children develop skills in leadership through various recreational activities and events

Serve as the only leader on a park/playground ensuring safety at all times

Create and Lead activities and special events;

Issues and accounts for recreation equipment and maintains all supplies in good order

Instructs in various games and interprets rules of play

Assists in the organization and conduct of special events; takes necessary precautions to ensure the safety of participants and spectators and renders first-aid as needed

Maintains complete and accurate records of attendance, time reports, accident reports, activity and progress reports, and meets all deadlines as issued; and performs other duties as assigned.

In Home Supportive Services Los Angeles County

Home care provider 09/2012-02/2013

Provides health care tasks, personal hygiene services, housekeeping tasks and other related support services essential to the consumer’s health

Observes records and reports all changes to supervisor.

All PCA’s must demonstrate competence in performing the necessary skills and only perform those skills on the plan of care

Home management tasks including housekeeping, laundry, shopping and errands

Prepare and serve simple modified diets according to instruction and assist with feeding as necessary

Assist with bathing, dressing and grooming

Assist with toileting, including use of bedpan, commode or toilet

Assist self-directing consumers with transfers and ambulation including use of cane, walker, and wheelchair

Assist self-directing consumers with medication reminders or refilling the consumer’s prescription at the local pharmacy as specified on plan of care

Provide routine skin care. May assist self-directing consumers in applying nonprescription topical medications to skin surface

Assist self-directing consumers in reminding them of their home maintenance exercise programs

Assist with the emptying of indwelling catheter care bag

Assist the self-directing consumer with reminders on changing the tubing or refilling a tank in the use of their oxygen equipment

Allen family childcare 5/2005-11/2005

Childcare Worker

Manage and supervise a team of three childcare professionals in both the Toddler and Nursery Rooms

Provide high quality and community-connected childcare that promotes children's development and learning for the education and care of children from babies to pre-schoolers (6 weeks to 5 years).

Be proactive and take a positive approach to children's learning

Have sound programming knowledge and the ability to implement the Emergent Curriculum & EYLF

Possess excellent written and verbal communication skills

Maintain positive relationships with staff, children, parents & caregivers

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