Tonya Jennette

• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
• Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
• Led by example, handling complex customer issues personally to ensure high standards of service.
• Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Completed bi-weekly payroll for 11 employees.
• Helped navigate my team through a fast paced, 3 division consolidation that included cross training and multiple policy and procedure changes.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Utilized customer service software to manage interactions and track customer satisfaction. proficient in SMART procurement, Invoice Tracker, HOST, Lawson, OnBase, SMART Legacy and Service Now, including setting views and filtering.
• Trained new personnel regarding company operations, policies and services.
• Increased efficiency and team productivity by promoting operational best practices.
• Successfully helped implement the rental equipment pilot program, working closely with vendors such as Hill-Rom, Sizewise. US Med-Equip and others for over 12 months
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

As a call center technician, my responsibilities were, but not limited to, taking incoming calls from customers experiencing operational difficulties with their Apple devices and assisting them in resolving those issues over the phone. I was trained to troubleshoot and assist with all Apple products. Using screen sharing software and other tools, I maintained speed and accuracy exceeding the requirements of the position.