TONIA JACKSON

Work Experience

*st Transit August 2022 - March 2023

Dispatcher

Assure all routes are filled as assigned and bus operators are provided with timely instructions and responses to requests for operational information throughout the day

Review route performance and respond to customer inquiries and needs

Oversees road service assigned carriers by tracking trip performance metrics and route efficiency

Daily reports and clerical duties

Act as liaison between the carrier and emergency services

ZD Stucco Repair August 2021 – August 2022

Office Admin

Answer all incoming calls direct to appropriate person.

Intake of new client service information requested ex: name address service requesting.

Schedule new clients for in home free estimate of stucco repair/restoration

Answered and forward emails regarding customer quotes fir service.

Schedule customer for project start date.

Distribute payroll each Friday

Town and Country Collision-Maplewood, NJ October 2020 - May 2021

Office Administrative

Answer phones and greet visitors

Schedule body repair estimates/appointments and maintain calendars

Prepare communications such as emails, invoices, and other correspondence

Interact with various insurances companies regarding customer claims

Ordered body repair parts for customer vehicles

Processed and collected deductibles from customers on vehicle claims

Fette Ford-Clifton, NJ June 2019 - October 2020

Receptionist

Meet and Greet Customers as they entered the building

Received calls/ direct calls to the appropriate party

Schedule service repairs for customers vehicles

Distributed license plates to customers

Appoint customers to finance dept. for scheduled appointment

Pantone-Carlstadt, NJ Sept 2018 -June 2019

Direct Sales /CSR Agent

Receive calls from existing and new customers placing orders via phone.

Handled and resolved all customer issues regarding missing items on orders.

Check emails constantly daily to process all customer orders via email.

Answered customer questions regarding product and service information.

Created product quotes customer requested for purchasing reasons.

Enter new and existing customer information into sales force program.

Linacre - Livingston, NJ May 2017- Sept 2018

Lead Customer Service Rep

●Scheduled pickups of medical equipment from patient home/hospital/med facility.

●Scheduled drivers to deliver medical equipment to patient home/hospital/facility.

●Answer all incoming calls from patients, hospitals and medical facilities.

●Mailed customer medical breathing supplies and or equipment.

●Answered incoming calls and written requests for information from members/providers

●Respond to and resolve various customer inquiries via telephone.

New Jersey Education Association - Livingston, NJ August 2016- March 2017

Secretary

●Responsible for coordinating and administrating pension forms and documents.

●Structured, facilitated, and supervised policies and procedures to fellow employees to bring school district/region into full compliance with state and federal regulations.

●Monitored daily expenditures, order supplies (office and merchandise) and payout of various invoices.

●Scheduled individual teacher pension meeting with pension consultations for retirement.

●Setup, organized, scheduled and monitored regional conferences, meeting and events for various educational programs.

●Provided and instructed assistant in preparing information for the implementation of the legal services for teachers.

Swisher/Ecolab - Linden, NJ Feb 2014- June 2016

Customer Service Representative

●Organized and managed all inquiries, complaints, order request and service calls to finalize the process while utilizing various systems such as Microsoft Dynamics, CRM system, Outlook, Excel, Google LMS, Avaya, PowerPoint and other technology effectively and efficiently.

●Increased the customer experience by providing exceptional service while identifying and escalating priority issues to appropriate resources.

●Received inbound communication via telephone and emails while implementing active listening and professional communication skills to resolve customers issues.er

●Identified, categorized, and resolved root causes of customer issues while also including technical support.

●Use of quick books CRM application to manage customer, invoices, orders, payments and billing

Rutgers University Hospital of Newark - New Brunswick, NJ May 2013 - Nov 2013

Employee Relations Specialist

●Assigned and followed up with employees on maintenance calls throughout various departments within the hospital such as Housekeeping, Ambulatory, Administration, Medical and Dental.

●Directed and recorded inbound calls from employees, as it related to current work schedule (late or absent).

●Worked in conjunction with and supported the maintenance department work order, service calls, ordered supplies, and address potential issues to ensure the proper efficiency and functionality of hospital equipment.

●Documented and scheduled all maintenance service calls for hospital within a timely manner.

Snapforce.com - Mahwah, NJ March 2008 - May 2013

Account Specialist

●Created and implemented new modules and features within CRM Software for new clients.

●Maintained quality service by monitoring standards, advising supervisor of potential problems.

●Prepared work to be processed by gathering, sorting, organizing and recording data/ information and documents.

●Provided information by collecting, analyzing and summarizing potential client’s information through various software systems.

●Maintained exceptional customer service by actively listening to the customer needs.

Directory Services Group - Bloomfield, NJ

Assistant Customer Service Supervisor

●Trained and instructed new employees with company training materials which included policies, procedures, daily sales goals, performance reviews, phone etiquette and work schedules.

●Created reports, correspondences and spreadsheets to relay progression for each employee progression and improvement needs.

●Implemented creative marketing strategies, advertisements, business offers and products to attract new clients for the company’s phone and online services.

●Conducted outbound survey calls to gauge service levels per customer’s experience with employees.

●Process and record customer’s payments, contract amendments and collections.

●Provided team leadership on individual projects while planning, organizing and managing the task from the beginning to end.

●Made 100-150 calls per day to new business owners regarding advertising their company online on 14-day free trial to attract new customers to their business.

Palm Air Pools - Marietta, GA March 2006 - February 2008

Customer Service Representative / Sales Associate

●Monitored and recommended competitive pricing, products, services, installation schedules and merchandising techniques to customers while keeping abreast of marketplace information/ changes.

●Kept management informed by submitting activity and results reports, such as daily inbound call reports, weekly and monthly sales goals activity reports.

●Submitted and scheduled land inspection survey to contractor.

●Serviced existing client accounts, obtained orders, and established new accounts by gathering and submitting qualified customers information through financing and credit verification programs.

●Submit customer financial information for pool purchase/installation.

● Resolved customer complaints by investigating problems, developed solutions and submitted recommendations to management based on the customer’s issue.

● Contributed to team efforts by accomplishing related results as needed.

● Made 150+ outbound calls to potential/exiting customers regarding product and scheduling land inspections.

EDUCATION:

Essex County College of Business

Business Administration/Accounting Certification

SKILLS

Proficient in Microsoft Dynamics, CRM system, Outlook, Excel, Google LMS, Avaya, PowerPoint, Quickbooks

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