Seasoned Customer Service & Call Center Specialist

TONYA C. SPELL

New Haven, CT *****

203-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Dedicated Customer Service Specialist with 20+ years of experience supporting clients in fast-paced environments, both in-person and remotely. Strong background in call centers, sales, billing support, reservations, and problem resolution. Proven ability to communicate clearly, manage difficult situations, and deliver exceptional customer experiences. Experienced remote employee with strong multitasking skills, technical proficiency, and commitment to service excellence. Seeking to contribute these skills to a remote Customer Service Specialist role with Bosch Group. CORE SKILLS

● Customer Service & Client Support

● Remote Call Center & Chat Support

● Problem Resolution & Conflict Management

● Scheduling & Appointment Coordination

● CRM & Reservation Systems

● Billing Support & Payment Processing

● Medication Administration (Certified)

● Documentation & Reporting

● Multitasking in Fast-Paced Environments

● Transportation & Logistics Coordination

● Team Collaboration & Leadership

PROFESSIONAL EXPERIENCE

Community Residence Inc., Stratford, CT

Resident Instructor May 2025 – Present

● Support 5 individuals in a group home setting, ensuring daily routines run safely and smoothly.

● Assist with personal care, medications, and daily living skills to promote independence.

● Transport individuals to Day Programs and appointments.

● Maintain a supportive, customer-focused environment for residents and families. Aspire Living & Learning, North Haven, CT

Direct Support Professional Aug 2022 – Dec 2025

● Overnight support for individuals with complex health and behavioral needs.

● Managed morning routines including meals, personal care, and transportation.

● Delivered medication as certified staff and documented care accurately.

● Ensured a calm, structured environment while addressing resident needs quickly and professionally. Continuum of Care, New Haven, CT

CIP – Community Integrated Program Staff Aug 2022 – Jan 2024

● Supported two high-functioning individuals with daily living skills and community activities.

● Assisted with budgeting, grocery shopping, appointments, and medication reminders.

● Encouraged independence while ensuring safety and comfort. Dungarvin, Meriden, CT

Direct Support Professional Jun 2022 – Aug 2024

● Supported two individuals with behavioral and developmental needs.

● Managed daily care, appointments, activities, and meal preparation.

● Adapted communication style to meet verbal and non-verbal client needs. Sarah Tuxis Inc., Guilford, CT

Program Manager Nov 2021 – Jul 2022

● Managed a residential program for 4 women, overseeing staff of 5.

● Scheduled staff shifts, processed front-end payroll, and maintained compliance with state regulations.

● Ensured a safe, supportive home environment and resolved any issues promptly. The Kennedy Center, Woodbridge, CT

DSP Assistant Manager Aug 2019 – Nov 2021

● Provided full care support for adults with medical and behavioral needs.

● Managed transportation, appointments, meal prep, chores, and daily routines.

● Promoted to Assistant Manager overseeing staff, documentation, and program operations. U-Haul (Remote)

Remote Reservations Agent (Temporary) Sep 2018 – Nov 2018

● Assisted customers nationwide with truck and equipment reservations.

● Provided excellent customer service and accurate booking support in a remote environment.

● Handled questions, availability issues, and billing with professionalism. Alpine Access / Sykes (Remote)

Remote Customer Service Representative (Temporary) Nov 2017 – Feb 2018

● Managed inbound customer calls for two high-end companies.

● Processed credit card payments, handled billing questions, and resolved customer concerns.

● Demonstrated strong attention to detail and remote-work efficiency. Avis/Budget Car Group, Multiple CT Locations

Rental Sales Associate (RSA) Oct 2011 – Sep 2017

● Delivered top-tier customer service at Union Station and Tweed New Haven Airport.

● Managed reservations, vehicle rentals, billing issues, and customer inquiries both in person and over the phone.

● Inspected vehicles, processed returns, and ensured customer understanding of rental agreements.

● Supported growing corporate rental accounts and assisted with daily operations.

● Recognized for strong communication and upselling skills. EARLY CAREER

Verizon Wireless

Billing Specialist 2000 – 2005

● Provided high-volume call center support for customer billing inquiries.

● Resolved payment issues, explained charges, and assisted customers with account management.

● Consistently met performance metrics in a fast-paced environment. EDUCATION

High School Diploma

James Hillhouse High School - September 1981 - June 1985

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