*/**/****

Toniece Wilson/MAXIMUS

347-***-****

acvx5n@r.postjobfree.com

**** ******* ***, *********, ** 18466

Objectives

Experienced in Account and Client Management, versed in customer service support in high call volume environments. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Experience in retail and customer service environments. Proficient in Microsoft Outlook, ESD, ACTS, SharePoint and EACMS

Education

Pocono Mountain Charter School

June 2009 Diploma, Graduated Salutatorian

Experience

Administrator II 10/14 – current

Maximus 545 Keystone Dr. Pittston, PA

●Research, verify and obtain information to complete appeals

•Complete inbound and outbound calls on a daily basis

•Assisting appellants with their resubmission with their application at the Marketplace

•Importing data into the appellants case file

•Directed calls to appropriate individuals and departments.

•Assisted appellants when it came to mailing in important documents

•Operate on multiple computer applications to assist calls

•Trained new appeals workers’ the different systems we operate on

•Performed other duties that’s required by management from time to time

General Clerk III 03/14 – 10/14

Manpower, Maximus 545 Keystone Dr. Pittston, PA

●Research, verify and obtain information to complete appeals

•Complete inbound and outbound calls on a daily basis

•Assisting appellants with their resubmission with their application at the Marketplace

•Importing data into the appellants case file

•Directed calls to appropriate individuals and departments.

•Assisted appellants when it came to mailing in important documents

•Operate on multiple computer applications to assist calls

•Trained new appeals workers’ the different systems we operate on

•Performed other duties that’s required by management from time to time

Front Desk Agent 03/13 – 03/14

The Chateau Resort & Conference Center 300 Camelback Rd, Tannersville, PA

•Answering an average of 150 calls per day by addressing customer inquiries, solving problems and providing new package rates.

•Described room types to customers and accurately explained details of rooms, as well as answered customer questions regarding rooms and prices

•Earned management trust by being the first and last person to assist guest without supervision.

•Politely assisted customers in person and via telephone.

•Provided an elevated customer experience to generate a loyal clientele.

•Answered guest questions with up-to-date knowledge of promotions going on in the hotel.

•Developed reputation as an efficient service provider with high levels of accuracy.

•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

•Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

•Directed calls to appropriate individuals and departments.

•Recommended alternative room types if a specific room was currently sold out.

•Night Auditor – Data Entry (Performed back up)

•Check ins and Check outs

•Input reservations and updated different types of discounts

Assistant 09/11 – 01/12

National Association for Business Economics (N.A.B.E) Washington, DC

•Politely assisted customers in person and via telephone.

•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

•Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

•Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

•Processed an average of 50 daily invoices and billed renewed invoices to clients.

•Directed calls to appropriate individuals and departments.

•Ran errands for anyone in the office that needed supplies.

•Set up and explained new membership contracts.

•Handled paperwork dealing with customer memberships.

Skills

•Creative problem solver

•Exceptional communication skills (Multi-line phone talent)

•MS Windows proficient

•Training development aptitude

•Proficient in cash management

•Credit card processing

•Outlook proficient

•Data Entry

References

Available Upon Request.

Contact this candidate