Customer Service Manager

Tonya M. Walls

**** ** ***** **. *********, WA **155 * Mobile 425-***-**** Email:************@*****.***

Professional Profile

Experienced client services representative with extensive operations background, strong communication skills with proven ability to build and maintain strong personal rapport with internal and external clients, experienced in review and data analysis in a fast-paced work environment, attention to detail with ability to multitask, dependable, friendly, outgoing, a passion to help others.

Work History

Rite Aid Corporation

March 2018 to Present

Shift Supervisor

•Provide superior customer service by assisting customers with their shopping needs; handling all customer transactions in a timely and courteous manner

•Attend to merchandising of plan-o-grams within seasonal departments, end caps, displays and basic inline departments as directed by the Store Manager

•Accountable for store cash and other financial assets, reconciling cash register drawers, preparing deposits, and ordering changes from the bank and oversee closing of store

•Manage tasks and supervise store associates

•Oversee that store inventory is regularly inspected in accordance with the Product Freshness Review Schedule

•Completion of all required online trainings

•Accuracy and attention to detail

•Preserve confidentiality of information and follow policy and procedures

Whirlwind Clean & Green – Woodinville, WA

March 2016 to March 2018

Client Services Representative

•Responsible for the efficient delivery of excellent customer service, and the timely resolution of customer’s needs.

•Fast paced work environment, quick study with the ability to take initiative, team player

•Process daily customer inquiries, requests, complaints

•Prepare/manage and send out contracts and estimates

•Answering all customer calls, assessing their situation, and routing to the correct excellent communication skills

•Ability to multitask, using multiple data bases

•Maintain database records of issues handled and monitors priority

•Excel spreadsheet entries, origination/presentation

•Scheduling crews to appropriate locations according to customer requests

•Assist the Client Services Manager in all areas of client services procedures

•Implement new processes

•Billing

•Advise crews about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards

•Conduct monthly work order audits

•Conduct schedule audit of all properties

•Create reports of services for client's

•Daily updates in Asana on completed services

•Receive or prepare work orders

•Relay work orders, messages, and any other pertinent information regarding the service

to our crews

SERVPRO, of Edmonds, Lynnwood, & Bellevue West

July 1, 2015 – March 1, 2016

Billing Specialist/ Office Coordinator

Maintain master schedule book and schedule board. Handle incoming customer calls requesting services, emergency services or information.

•Update schedule changes to the master schedule and schedule board

•Reschedule jobs as necessary

•Schedule emergency services.

•Keep crews and estimator informed about schedule updates

•Estimate time required for various services when scheduling new jobs.

•Schedule events such as vacations, staff meetings, area meetings, etc.

•Update continuously (WIP) Work in Progress spreadsheet

•Billing of Water Mitigation, Contents, Storage in Xactimate

•Process daily customer inquiries, requests, complaints

•Answering all customer calls, assessing their situation, and routing to the correct excellent communication skills

Marsh USA, Austin, TX

Certificate Quality Analyst I

April 2011- February 2015

•Maintain excellent relationships with all colleagues, and other teams and departments by being proactive, engaged, and transparent.

•Proper input of data into Post-Issuance and Pre-Issuance review databases.

•Analyze data for accuracy in order to detect error trends and provide coaching opportunities to ensure that we are delivering the best product possible to our clients.

•Recommend process improvement strategies to supervisors to help improve team quality and streamline, align and improve our current processes.

•Review master certificates to ensure policy information is current and verify through Client Service Instructions.

•Ensure that information in the Client Service Instructions and Wincert is adhering to the current compliance regulations by tracking errors and relaying them to management with suggestions on how to align and improve.

•Provide accurate monthly team reporting and data archiving.

•Maintain live queue duties and case prioritization.

•Support and assist new-hire training with the goals of improving overall performance and reducing attrition.

•Consistently maintain elite quality scores.

•Ability to work with diverse customer base, responding in a professional manner.

Marsh USA, Austin, TX,

Certificate Specialist

Jan 2007 – April 2011

•Processed certificate of insurance requests, including those for high volume specialty clients.

•Processed certificate renewals for clients.

•Managed team’s workflow by routing and monitoring queues.

•Mentored new-hires.

•Provided excellent customer service to internal and external customers via, phone and e-mail.

•Attained recognition as a reliable resource regarding certificate issuance process.

•Worked closely with Client’s and Client Representatives to streamline certificate request process.

•Built and maintained relationships with Clients to provide timely, accurate and proactive service.

•Flexible and adapt to change easily.

•Great verbal and communication skills

Skills

Proficient with MS Office Suite as well as Siebel, Wincert, Sharepoint, Client Services Instructions, Service Bridge, Asana, Adobe, Outlook, Dropbox

Education

•Vidor High School Graduate (A-B) Honors

•International Aviation and Travel Academy – Flight Attendant (Certified) Arlington, TX

Professional References:

Amanda Nylin – Certificate Supervisor – Marsh USA/ Austin, Texas – 952-***-****

Jennifer Caudebec – AVP – Marsh USA, Seattle – 206-***-****

Rebecca Waid-Brooks – Quality Supervisor Marsh USA/Austin, Texas – 512-***-****

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