Customer Service Call Center
Resume:
Tonya Chaney
Customer Service/Call Center Manager
Pea Ridge, AR 72751
************@*****.***
Authorized to work in the US for any employer
Work Experience
Care Team Member
America's Car-Mart- Corporate Office-Rogers, AR
December 2022 to October 2024
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
• Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
• Utilized CRM software to accurately document interactions with customers and track issue resolution progress
• Customers would call in when they had a bad experience, at one of the 157 dealerships across the US, with General Managers and Area Operations Managers. I was responsible for opening a case and making sure the issue was investigated and resolved in a timely manner.
• First team member to be cross trained with the Accident Protection Plan department. The customers would call in to report accident and get a claim opened to get them back on the road with a new car or their car fixed.
Digital Assets Supervisor
Insight Global-Bentonville, AR
March 2020 to November 2022
INSIGHT GLOBAL (WALMART DIGITAL ASSETS), BUILDING CONTROLS SPECIALIST CANADA/US SUPERVISOR
March 2020-March 2021
• Trained all new hires
• Conduct monthly 1:1s to check in with each team member
• Monitoring HVAC and refrigeration alarms for Canada and US Walmart’s, Sams Clubs and Neighborhood markets.
• I trained to work in Service, audit alarms, calls,
• Made schedules for all 3 teams (50 employees)
• Worked with technicians to trouble shoot issues at the store for rack, case and RTU issues
• Kept EMS systems to update and helped control lighting and HVAC
• Worked with store managers to ensure any electrical, HVAC and/ or refrigeration issues were getting tickets put in to get a tech on site as soon as possible (alarms were monitored 24/7) and issues resolved
• Created internal communication between the stores and the Gateway, smart system and EMS systems
• Promoted to overnight Team Lead after a month, which included the task of making sure my team is working in areas they are assigned day in and day out
• Assisted in any kind of training needed to make sure all employees were properly working the alarm queues
• Ensured daily tasks were being completed on time for Walmart, Neighborhood Markets, and Sam’s Club to ensure that product loss was kept at a minimum.
• Promoted to Operations Manager for all teams day and night BDC/Service Call Center Manager
Superior Automotive Group-Fayetteville, AR
September 2017 to March 2020
• Set up and put together a BDC/Service Call Center for 13 Dealerships
• Made schedules/payroll for 25 employees
• Handled all Recalls
• Customer service issues
• Made service appointments, answering customer's service questions,
• Made sure parts were being ordered
• Filled in for receptionists
• Trained new employees
Service Call Center
McLarty Daniel-Bentonville, AR
March 2016 to September 2017
• Answered incoming calls for all Dealership Service Centers
• Making all Service Advisors schedules
• Recalls for all Service Centers
• Made all service appointments
• Answered customer's service questions, ordering parts
• Filled in for receptionists
• Trained new employees in any customer service issues as needed. Front Office Manager
Best Western Castlerock Inn & Suites-Bentonville, AR September 2014 to February 2016
Bentonville, AR
September 2014 to February 2016
• Responsibilities included:
• Hiring /firing for front desk
• Employee evaluations
• Making reservations
• Answering phone
• Setting up direct bill accounts
• Collecting on overdue direct bill accounts
• Collecting on money owed for insufficient/declined credit cards
• Making adjustments to bills, when necessary, and crediting money back to customers credit card when overcharged
• Handled customer service complaints
• Checked guests in and out
• Training of all new employees
• Responsible for setting up/handling all group sales Crisis Specialist/Trainer
Arkansas Crisis Center-Springdale, AR
March 2013 to August 2014
• Answered Crisis Hotline for State of Arkansas
• Answered all incoming calls for the National Suicide Prevention Hotline and Facebook page
• Trained new hires
• Trained UofA Interns
• Held monthly meetings
• Made schedules
• Did payroll
• Helped with hiring
• Set up booths, at different Universities, to provide Crisis and Suicide Prevention Services Manager/Marketing Manager
Papa Murphy's-Bentonville, AR
August 2010 to March 2013
• Opening and closing restaurant
• Hiring and firing all employees
• Made schedules
• Did truck orders
• Payroll
• Inventory
• Trained new employees and new managers (for different locations)
• Made deposits
• Traveled to different stores, to train managers, in Marketing, in for each month
• Employee evaluations and raises
Office Manager/Clinical Technician
Feet Plus-Bella Vista, AR
October 2009 to August 2010
• Made employees schedules
• Made Doctor schedules
• Answered phones
• Scheduled patients
• Checked insurance
• Performed DMS treatments
• Diabetic/Non Diabetic Foot care
• Ordered supplies for the office
• Performed vital signs
• Handled referrals
• Helped with opening of new clinics and all training Medical Assistant/X-ray Technician
Convenient Care-Springdale, AR
December 2004 to May 2006
• Vital signs
• Blood draws
• Performed x-rays
• IVs
• Called in prescriptions
• Returned patients phone calls
• Children immunizations
• DOT physicals
• EKGs
• referrals
• Scheduled surgeries
• Assisted in pap smears
• Performed basic lab tests and procedures (blood and urine) Team Supervisor
Claims Mgmt-Rogers, AR
October 2004 to December 2004
Responsibilities included: Training Home Coordinators. Responsibility Over 10 states Supervising individuals who responsibilities included: Verifying the completion and validity of claims. Relied on instruction and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Reviews claims, initiates necessary investigations and recommends action to be taken on the claim. Authorizes payment of claims.
Intake Specialist
HUD-College Station, TX
August 2003 to June 2004
HUD Intake Tech
Responsibilities included: Answering all incoming client phone calls, entering new applicant's information into system data base. Interviewing clients to verify they were eligible for HUD assistance, data entry, updating client's information. Prepared folders for voucher meetings and held meetings. Returned and solved client's problems.
Medical Assistant/Radiology Technician
Westside Medical Clinic-Clinton, UT
October 2002 to July 2003
Responsibilities included: The overall care of over 100 patients daily within the clinic to include the following: performed radiological procedures, immunizations (children and adults), EKG's, performed vital sign tests, basic lab tests (blood and urine), checked in patients, received patient phone calls, referrals, called in prescriptions, assisted in some medical procedures ( flex, vasectomy) and all phlebotomist procedures. Worked with all of the latest medical equipment and procedures to provide the patients with the best care available. Education
None in Nursing
Arkansas Tech University - Russellville, AR
June 1993 to August 1994
Skills
• DATA ENTRY (10+ years)
• TYPING (10+ years)
• 70 WPM
• ORACLE
• MS OFFICE (10+ years)
• Contact Center (4 years)
• Call Center (10+ years)
• Customer Service (10+ years)
• CCC
• Customer Experience (10+ years)
• Customer Care (10+ years)
• Front Desk (10+ years)
• Zendesk
• Operating Systems
• Laboratory Experience
• Vital Signs (8 years)
• EMR Systems (5 years)
• Medical Scheduling (10+ years)
• Patient Care (8 years)
• Technical Support (3 years)
• Help Desk (10+ years)
• Microsoft Office (8 years)
• QuickBooks
• Conflict management
• Change management
• Facilities management
• Conflict management
• Facilities management
• Project management (2 years)
• Microsoft Windows (10+ years)
• HVAC/R (2 years)
• Refrigeration (2 years)
• Medical Imaging
• Medical Records (5 years)
• Asset Management
• HVAC (3 years)
• Desktop Support (9 years)
• Active Directory
• Microsoft SharePoint (5 years)
• Medical office experience (10+ years)
• English
• LAN
• Mac OS
• Remote Access Software (5 years)
• Computer literacy (8 years)
• Quality assurance (4 years)
• Leadership (10+ years)
• Supervising experience (10+ years)
• Hotel experience (5 years)
• Time management (9 years)
• Communication skills (10+ years)
• Office experience (10+ years)
• Phone etiquette (10+ years)
• Microsoft Outlook (10+ years)
• Microsoft Excel (2 years)
• Medical billing (6 years)
• Administrative experience (10+ years)
• Microsoft Powerpoint (6 years)
• Training & development (10+ years)
• Computer skills
• Math
• Management (10+ years)
Certifications and Licenses
Driver's License
Additional Information
Skills
RELATED SKILLS:
• Typing -65-70 WPM
• Data Entry with the following operating systems: Windows 2000/XP/Vista, OS2 Warp and MS- DOS, Windows 8, Windows 10
• Data Entry with the following software programs: MS Office, Suite 2000/2003/2007, Corel Word, Perfect, Oracle, Advanced MD, Advanced EMR, Microsoft Office, Web Portal
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