Service Representative Customer
Resume:
Tonie R Purham
Chicago, IL 60625
********@*****.***
I am a powerhouse multitasker that accomplishes relationship building. I am a go getter that builds trusting and lasting relationships and I proactively seek out ways to help my team and management. I am looking for a position where I can use my excellent interpersonal skills and conflict resolution skills as well as my human resources and organizational change knowledge. I am a detailed oriented person that can prioritize my day and get things done with tight deadlines.
Skills: Human Resources Recruiting via the job source, Onboarding, processing I-9 forms, Benefits, Data Entry, Administrative Support, Interpersonal, Cash Management, Customer Service, Organization, Teamwork, Multitasking, and Conflict Resolution, Excellent Interpersonal skills
Software: MS Office Tools, POS (Point of Sale Technology), Salesforce, Five-9, Compass
EXPERIENCE:
ComPsych- Chicago, IL FMLA Customer Experience Specialist 12/2018-09/2021
Assist clients and their employees, primarily via phone and email: by communicating clearly and concisely with callers while educating them on leave concepts and necessary next steps. Meet my production and quality goals set by the FMLA Department and provide a memorable positive customer experience by evaluate the needs of the customers by asking the probing questions which helps to identify and understand the needs of the caller. Demonstrate respect, sensitivity and understanding for the caller’s circumstance while maintaining professionalism at all times. Execute and adjust leaves, as mandated according to state, federal and the client nuisances. Provide accurate, professional and timely responses to communications from internal and external clients. Prioritize and organize daily responsibilities in order to meet all deadlines.
Taking multiple calls per hour skillfully multitasking while on the call taking accurate and precise notes not utilizing the 2 minutes in between calls
Customers appreciate the time I take with them to ease their minds and explain the process.
Inclusion, Diversity, Equality Leadership team my current role is Community Services Coordinator where I find community activities culture based for the leadership team to participate
Grubhub- Chicago, IL Customer Experience Expert -06/62017-12/2018
Handpicked to work on the escalation team, due to my ability to effectively resolve conflict between the corporate client and the restaurant. De-escalated customer calls that required resolution in attempts to avoid a “supervisor needed” transfer call. My goal was conflict resolution, to resolves the issue in one call.
Consistently held the highest one call resolution rate
Customers feedback surveys were always in the top 90%
The go to person to handle conflict among the team when management wasn’t present
Fun Care Community where we came up with activities for the employees across the company especially doing customer services week would partner with vendors to make a successful event for the company as a whole
Corporate Care Specialist -05/2016-206/017
I executed a range of duties which included help supporting corporate clients with various requests, details and addition to their food order coordinating between the client and restaurant via phone. KPM (key performance measures) include number of calls per hour and the number orders completed per hour.
The goal was 10 per hour and I exceeded the goals every month by reaching 15-20
CEC Education Corporation- Schaumburg, IL Admissions Advisor 08/-2015-04/2016
A key team member on the university “sales” team. This role’s goal was to effectively respond and follow up with potential students wanting to further their education. End-goals included: providing key course information, advising them on a course of action that was right for them, while also selling them on the benefits of CEC.
Operated efficiently in a fast-paced environment and multitasked effectively. Handled a high volume of inbounds and outbound calls while also answering customer inquiries via email. Occasionally sat in with the Quality team to ensure we were adhering to school guidelines (not promising anything for an enrollment or violating the Federal Student Grant programs).
I achieved “matrix” (goals) consistently on a monthly basis which led to the highest enrollment and start with the least amount of drop students
Constantly was in the top percentile on the team for the least number of errors on financial aid submissions, due to my intuition, patience and ability to effectively walk the student through the application, which directly led to student being able to start on time.
United Parcel Services — Bedford Park, IL Supervisor 10/2014-04/2015
I was responsible for but not limited to training a team of ten on loading and unloading trucks according to the OSHA laws. I supplied them with proper safety equipment so they didn’t hurt themselves. I produced detailed nightly reports and ensured all equipment was accounted for nightly. I dispatched the trucks after they were loaded, took the load manifest via telephone and guided the inbound trucks where to park.
I was handpicked to go to dispatch due to my keen attention to detail. It was a lateral promotion. In that position I was able to create a process that reduced the amount of time the truck drivers sat idle in the vehicle, which reduced the overtime hours and saved the company money. I improved the operational process of how the drivers came and they took out the equipment.
Comcast— Woodridge, IL Customer Service Representative
10/ 2014-08/2015
Answered Inbound Calls: Accountable for repairing and addressing customer concerns about their cable, telephone, and Internet services; Offering new products to upgrade their package.
CarMax Superstores — Chicago Ridge, IL Lead Business Office Associate / Manager in Training 11/2006-01/2014
Led a team of full- and part-time Business Office Associates where if they had problems with preparing the documents for the sale of a vehicle, the customers or even with the sales consultants.
Processed documents associated with customer's vehicle purchases; Assisted customers with questions regarding vehicle titles and tags; Processed title transfers; Completed Department of Motor Vehicle paperwork; Prepared Financial for the inventory coming in and out worth close to 1 mil dollars; Tendered cash transactions and prepared bank deposits; Managed and resolved customer complaints and feedback; Maintained and organized customer inquiries via various Microsoft applications.
I routinely followed up with customers via phone, e-mail or in person within the time-sensitive deadlines. I scheduled Business Office Associates in accordance to the operational needs according to budget that was sat by HR; trained new associates on the company’s policies and procedures; Facilitated store meetings; and Attended regional training sessions. Serve as the primary point of contact for any employee benefits questions, providing prompt, accurate, and helpful service. Conduct new hire benefits orientation sessions and assist employees with benefits enrollment. Work with different vendor to get good rates for employees benefit packages, Spearheaded the research for the Employee Assistance program presented to HR and them later rolled it out.
Primary point for the new hires at the location with benefits questions
Primary point of contact to help resolve and compensation issue with pay or commission
Resolved any issues with surveys that came in unfavorable by reach out to the customer to get feedback
Colorado Technical University
Master of Science in Management with a concentration in Organizational Leadership and Change Completion Dec 2019
Bachelor of Science in Business Administration & Management -August 2018
High School Diploma 1982 South Shore High School
Relevant Courses: Business Law I & II, International Business Communications, Algebra for Business, Introduction to Marketing, Legal & Ethical Environment of Business, Quality Management, Logistics & Management, Principles of Microeconomics, Management of Human Resources, Accounting I & II, Management Fundamentals Proficient Skills, Organizational Behavior, Leadership and Organizational Power, IT Management
Volunteer:
Plan and organized clothes for men and women shelter through the Clara’s House for women there are children at this shelter we do Easter, Back to School and Christmas Toy Drive I have been organizing this event since 2011 and the children looks forward to it.
Plan and organized a back-to-school drive for the Children’s Home through my sorority of Zeta Phi Beta this was my first project with them and was successful we will be hosting this every year going forth since 2018.
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