Tonya King
Customer Experience Specialist
Highlands,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
6
6
Certifications
Work History
Customer Experience Specialist
Vyve Broadband
Highlands, NC
05.2019 - Current
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Provided ongoing guest service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Sandwich Artist
SUBWAY®Restaurants
Salem, SC
02.2019 - 05.2019
- Assisted customers in choosing menu items by providing food complementing information.
- Trained team members to prepare sandwiches and other items according to instructions.
- Executed sandwich artistry duties with very low occurrence of errors.
- Greeted guests, promoted specials and took orders.
- Identified price of goods and calculated bills with optical price scanners, calculators and cash registers.
- Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
- Operated manual and electric appliances to peel, slice and trim food.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides.
- Interpreted food order slips per shift to prepare food according to customer orders.
- Shared information with customers about menu items, preparation methods and ingredients.
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
- Replenished serving stations with fresh food and cleaned up spills.
- Brewed coffee and tea and changed out drink station syrups.
- Backed up servers by setting up trays and completing some food deliveries.
- Accurately operated cash register to process customer payments.
- Prepared recipe ingredients by washing, peeling, cutting and measuring.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
Customer Service Manager
Ingles Markets Inc
Westminster, SC
07.2017 - 01.2019
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Took ownership of customer issues and followed problems through to resolution.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Created and reviewed invoices to confirm accuracy.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Kept accurate records to document customer service actions and discussions.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
Hairstylist
Great Clips Hair Salon
Seneca, SC
07.2016 - 09.2016
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Completed wet styling, thermal styling, permanent waving and hair relaxing services.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Counted and documented opening and closing cash amounts daily.
- Serviced high-profile clients with intricate coloring and highlighting techniques.
- Organized sales area and work station to showcase products and boost sales.
- Determined appropriate hair treatments based on conditions and textures.
- Educated customers on products to maximize benefits.
Skills
- Professional telephone demeanor
Certification
- Cable Network Overview
Timeline
- Advanced High-Speed Data Customer Service
04-2022
- Competitive Services
04-2022
- Selling Broadband Services
04-2022
- Cable Network Overview
03-2022
- Delivering cable services
06-2021
- Excellence in Customer Service
03-2021
Customer Experience Specialist
Vyve Broadband
05.2019 - Current
Sandwich Artist
SUBWAY®Restaurants
02.2019 - 05.2019
Customer Service Manager
Ingles Markets Inc
07.2017 - 01.2019
Hairstylist
Great Clips Hair Salon
07.2016 - 09.2016
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