Tonya Scherrer
Cary
Summary
Dynamic leader with a proven track record at Radial, enhancing customer satisfaction and team performance through expert coaching and issue resolution. Excelled in multitasking and organizational skills, driving efficiency and fostering a culture of excellence. Achieved top performance metrics, demonstrating exceptional problem-solving and communication abilities.
Overview
19
19
years of professional experience
Work History
Customer Service Representative Supervisor
Cxperts
10.2024 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Onboarded and trained customer representatives to meet performance and service goals.
- Implemented company policies and procedures for professional, cohesive customer care.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
Customer Service Representative Supervisor
Radial
09.2019 - 10.2024
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
Temp Worker
Westaff Staffing Agency
05.2018 - 04.2019
- Contributed positively to workplace morale by maintaining a professional and positive attitude in all temporary assignments.
- Served as a reliable team player who consistently met or exceeded expectations in all tasks assigned throughout numerous temp jobs.
- Learned semi-skilled and advanced work by shadowing experienced workers.
- Cultivated positive relationships with coworkers, fostering collaboration and teamwork in diverse work environments.
- Supported company growth by quickly adapting to new roles and industries, showcasing versatility as a Temp Worker.
- Managed project deadlines successfully by prioritizing tasks and staying organized under tight schedules in various temporary roles.
- Accomplished goals set forth by management teams at various companies within deadline-driven environments as an effective Temp Worker.
- Improved customer satisfaction with prompt and professional service during temporary placements in customer-facing roles.
- Enhanced productivity by efficiently managing multiple tasks and responsibilities across various temporary assignments.
- Exhibited excellent communication skills while interacting with clients, colleagues, and supervisors across different industries.
- Demonstrated strong problem-solving skills to effectively address challenges and enhance overall performance in assigned tasks.
- Referred to work orders to determine amount and type of materials needed for each order.
- Helped maintain accurate production record by documenting run totals and materials used.
- Showcased flexibility and adaptability in learning new software applications quickly, contributing to efficient workplace processes.
- Facilitated seamless transitions between assignments, ensuring minimal disruption to business operations for each employer.
Key Holder
Dollar General Store
05.2018 - 08.2018
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Managed store personnel by delegating tasks and supervising daily operations.
- Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
- Enhanced customer experience by providing exceptional service and addressing inquiries promptly.
- Streamlined opening and closing procedures as integral member of store staff.
- Increased store sales by creating visually appealing merchandise displays and product placements.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Ensured compliance with company policies and procedures, maintaining a safe and secure work environment for all staff members.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Supported store operations during peak hours, effectively managing long queues and high volumes of customers.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Collaborated with the management team on implementing strategies to achieve store''s monthly sales targets.
- Mentored junior staff members, helping them develop their skills to advance within the company successfully.
- Contributed to store profitability by identifying opportunities for upselling and cross-selling products.
- Implemented loss prevention measures to minimize shrinkage rates within the store effectively.
- Streamlined inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Assisted in hiring and training new employees, fostering a collaborative team atmosphere.
- Strengthened team performance by conducting regular training sessions on product knowledge and sales techniques.
- Increased sales by providing exceptional customer service and product knowledge.
- Monitored and reported on sales trends, providing valuable insights for inventory management.
- Maintained store's cleanliness and visual standards, creating welcoming environment for customers.
- Conducted thorough audits of cash handling procedures, safeguarding against discrepancies.
- Fostered culture of accountability and excellence, leading by example and encouraging team growth.
- Conducted regular product trainings for staff, boosting their confidence and sales capabilities.
- Implemented energy-saving measures, reducing overhead costs without compromising store functionality.
- Streamlined checkout process, reducing average wait times and enhancing customer satisfaction.
- Facilitated smooth store operations during manager absences, ensuring continuity of service.
- Negotiated with suppliers for timely deliveries, ensuring that store was always stocked with customer favorites.
- Engaged with local community through events, enhancing store's reputation and customer base.
- Ensured compliance with all company policies and procedures, minimizing risk and protecting assets.
- Improved team morale and efficiency through effective delegation and clear communication.
- Coordinated with management to implement promotional strategies, driving foot traffic and sales.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service levels.
- Developed reward system for staff achievements, motivating team and increasing overall performance.
- Managed inventory accurately, ensuring stock levels were consistently optimized for sales demands.
- Enhanced store security by meticulously following all opening and closing procedures.
- Assisted in training and onboarding of new employees, accelerating their acclimatization to store environment.
- Resolved customer complaints with empathy and efficiency, turning potential negative experiences into positive ones.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Trained newly hired sales team in upselling techniques.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Researched issues to obtain appropriate answers to customer inquiries.
Customer Service Representative
Radial
06.2015 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Cashier and Stocker
Piggly Wiggly Grocery Store
05.2006 - 08.2011
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Improved efficiency, organized checkout area for optimal workflow.
- Reduced processing errors by meticulously following transaction procedures.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Increased sales of promotional items by informing customers about current offers.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Enhanced shopping experience, provided product information and location assistance.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
Education
McIntosh County Academy
Darien, GA05.2007
Skills
- Call center experience
- Product knowledge
- HR support
- Team coaching
- Data entry
- Inbound and outbound calls
- Issue resolution
- Skill development
- Performance evaluations
- Federal regulations
- Staff monitoring
- Outside sales
- Employee supervision
- Handling complaints
- Multitasking and organization
- Team leadership
- Decision-making
- Schedule management
- Documentation and control
- Workflow optimization
- Documentation and recordkeeping
- Report writing
- Customer service management
- Support services
- Relationship building
- Data retrieval systems
- Coaching and mentoring
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
Timeline
Customer Service Representative Supervisor
Cxperts
10.2024 - Current
Customer Service Representative Supervisor
Radial
09.2019 - 10.2024
Temp Worker
Westaff Staffing Agency
05.2018 - 04.2019
Key Holder
Dollar General Store
05.2018 - 08.2018
Customer Service Representative
Radial
06.2015 - 03.2018
Cashier and Stocker
Piggly Wiggly Grocery Store
05.2006 - 08.2011
McIntosh County Academy
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