Support Representative Service

TONIA M. FORD

Tel 214-***-**** advi9c@r.postjobfree.com

OBJECTIVE

To obtain a trainer/ teacher position in an Educational Institution which provides the opportunity for utilization of my production, organizational, interpersonal and managerial/educational skills. Am flexible, dependable and can adapt to change.

SUMMARY & SPECIALIZED SKILLS

As a former employee for Countrywide Financial and working for the School Districts in Texas, my achievements range from Mortgage banking, Managing Home Loans products, closing services, Accounting and as a teacher. Areas of expertise include:

• 10 years + of customer care experience

• 2 years of accounting/finance experience

• Analytical -Experience in customer escalations

• Always willing to learn and accepts positive criticism

• Effective problem-solver

• Excellent communication skills

• Negotiation and conflict resolution

• Highly productive and team player

• Excellent computer skills (MS Office, Excel, Word, PowerPoint, AS400, Outlook; typing skills- 40 wpm etc)

WORK EXPERIENCE

Frisco Independent School District, Frisco, Texas Aug 2018 – present Sped Education Aide

• Help meet physical and emotional needs of students with disabilities in a contained classroom.

• Assisted with classroom programs, self-help behavior management, and communicated with students on their level.

• Assisted teacher with preparing classroom instructional materials and displays

• Able to assist with maintaining an orderly classroom, following verbal and written instructions from classroom teacher, and work well as a team player

Hyundai Capital America, Plano, Texas June 2012 – Nov 2017 Customer Service Representative 2

• Respond and service customer inquires providing respectful and knowledgeable help for customers with automotive finance for retail and lease products

• Effectively use systems, processes and tools for customer servicing, total loss of accounts, payoff quotes, and effectively de-escalate calls, process due date changes and payment extensions, and process payments

• Able to service customers with outstanding communication skills, and excellent problem-solving ability T-MOBILE USA, Frisco, Texas Sept 2009 – Jun 2012

Customer Service Technical Support Representative

• Answered calls and delivered exceptional customer service to build customer satisfaction and loyalty.

• Troubleshot all technical inquiries regarding network coverage, device information and data services.

• Utilized all one-line resources/tools (i.e. ALR, IHLR’s and MVP’s via Crosstalk/SMR) to troubleshoot and diagnose customer issue for resolution.

• Kept aware of possible trends and reported these findings for tracking.

• Supported Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues.

• Completed ongoing training to stay abreast of product, service and policy changes.

• Provided effective and timely resolution of a range of customer inquiries.

• Increased customer experience by providing information on new products, rate plans, and services. FRISCO INDEPENDENT SCHOOL DISTRICT, Frisco, Texas Sept 2008 – Aug 2009 Technology Integration Specialist

• Assisted with the training and support to staff in the effective facilitation of technology in instructional programs at the campus level. Provided first line of technical support in the use of hardware and software.

• Assisted in the integration of technology within the curriculum by working with students and teachers in the Integration Lab.

• Provided first line of technical support with hardware and software issues. TONIA M. FORD

Tel 214-***-**** advi9c@r.postjobfree.com Page 2

MCCOLLISTER'S TRANSPORTATION SYSTEMS, Coppell, Texas Jun 2006 – Jul 2008 Senior Accountant

• Billed Electronic orders for branch.

• Processed billing for electronic and household storage for warehouse.

• Filings, copying, answer phones, and researching data and revenue.

• Developed detailed e-mail letters and expressing strong communication skills with leaders and mangers. Lewisville Independent School District, Flower Mound, TX November 2005 - May 2006 Substitute Teacher

• Mainly to Cover materials for various subjects left by assigned teachers in their absence

• Instructed students of assignment that needed to be completed and when they were due as well. Universal Academy – Charter School, Irving, Texas September 2003 – August 2004 Kindergarten Teacher

• Integrated BOB book readers, Star Fall Reading Series and The Scott Foresman Reading series to teach students to read and spell.

• Gifted training used to design problem-based learning curriculum. Carrollton – Farmers Independent School District, Carrollton, Texas August 2002 – August 2003 Special Education Aide

• Provided assistance within the Content Mastery room assisting learning disability students with homework, class work, and different projects

• Organized students’ names within a file system

• Conducted grade checks for all the immediate teachers. COUNTRYWIDE HOME LOANS, Plano, Texas Feb 2002 – Aug 2002 Customer Services & Sales Specialist

• Provided customer solutions by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment.

• Acquired knowledge of multiple products and ability that deepened or retained relationships through service and sales.

• Solved problems and investigated/resolved a wide variety of issues and requests that included gathering additional information, setting expectations and working with other support organizations to fulfill the request.

• Handled escalated issues by successfully navigating the organization to resolve customer requests.

• Maintained and tracked outstanding service requests and provided thorough follow ups. EDUCATION BACKGROUND

Ashford University, Clinton, Iowa September 2013

Masters in Education

Major: Education – specialization in Special Education The Education major focuses on skills to implement learning and strategies which enhances the capabilities of teaching higher learning with diversity to all of our students. University of Phoenix, Dallas, Texas Sept 2002

Bachelor of Business Administration

Major: Business Management

The Business Management major focused on skill development in the areas of critical thinking and decision making, organizational behavior, global business strategies, quality management and productivity, human resource management, and employment law.

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