Tonya Minor
Winston-Salem
Summary
Resourceful Resolution Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, customer service strategies, and negotiation techniques. Excel at communication, problem-solving, and adaptability, ensuring successful resolutions that meet both company and client needs.
Overview
32
32
years of professional experience
Work History
Resolution Specialist
Replacements, Ltd
McLeansville
07.2019 - Current
- Resolve customer inquiries through effective communication and problem-solving strategies.
- Respond to customer survey issues/complaints
- Conduct trace requests with Fed Ex Customer Service
- Trace international packages through various carriers
- Customer Care liaison pulling pieces per customer requests to describe quality, markings, etc
- Provide shipping quotes for international orders
Customer Service Associate
Replacements, Ltd
McLeansville
07.2012 - 07.2019
- Assisted customers with product inquiries and order placements.
- Resolved customer complaints through effective communication and problem-solving.
- Educated customers on product care and maintenance for their collections.
Internet Services Associate II
Replacements, Ltd
McLeansville
12.1999 - 07.2011
- Assisted customers with placing orders and customer service with orders already received.
- Assisted in training of staff to process orders and reply to customer emails
- Maintained spreadsheets that tracked internet order source codes
- Assisted with test orders with Information Services department
Phone Sales Associate
Replacements, Ltd
McLeansville
12.1997 - 07.1999
- Assisted customers with placing orders
- Called customers when previously requested products became available. (Call Collect Program)
- Maintained knowledge of inventory to assist customers effectively.
Phone Operator
First Data Corp
Greensboro
04.1994 - 09.1997
- Assisted domestic and international customers to place standard person to person and collect phone calls
Call Center Supervisor
Olan Mills Photography
Greensboro
05.1993 - 05.1994
- Supervised daily operations of a small call center team ensuring quality service for cold Call ordering and delivery of photo packages
Education
Some College (No Degree) - Biology/Biology Education
North Carolina A&T State University
Greensboro, NCSkills
- Effective communication and excellent customer service
- Task prioritization
- Adaptability and flexibility
- Attention to detail
- Strong listening skills
- Proficient in Orion, Outlook and Mitel
- Maintained spreadsheets in Excel
- Letter creation in Microsoft Word
Timeline
Resolution Specialist
Replacements, Ltd
07.2019 - Current
Customer Service Associate
Replacements, Ltd
07.2012 - 07.2019
Internet Services Associate II
Replacements, Ltd
12.1999 - 07.2011
Phone Sales Associate
Replacements, Ltd
12.1997 - 07.1999
Phone Operator
First Data Corp
04.1994 - 09.1997
Call Center Supervisor
Olan Mills Photography
05.1993 - 05.1994
Some College (No Degree) - Biology/Biology Education
North Carolina A&T State University