Vivian Toler
Wilson
Summary
Customer service professional with over 5 years of experience in remote environments. Achieved high customer satisfaction ratings through effective communication and problem-solving skills.
Overview
24
24
years of professional experience
2
2
Certifications
Work History
Guest Services/Breakfast Mgr.
Patco Lodging dba Tru Hotels & Hampton Inn
Wilson
01.2023 - 01.2025
- Managed all aspects of inventory, ordering, and cost control.
- Achieved top-tier guest satisfaction ratings of 95% by resolving all dining-related issues.
- Resolved guest complaints and inquiries with empathy and professionalism.
Telephone Debt Collector
Online Information Systems
Winterville
08.2018 - 05.2022
- Managed portfolio of 100+ delinquent accounts, securing payment in 90% of cases through effective negotiation.
- Ensured compliance with all federal and state collection laws, including FDCPA regulations.
- Accurately documented all communications, payment agreements, and account activities for future reference.
Leasing Manager
Lakeside Apartments
Greenville
01.2011 - 12.2017
- Managed leasing operations and tenant relations for a diverse apartment community.
- Developed marketing strategies.
- Conducted property tours.
- Ensured resolution of service requests.
Human Resources Assistant
Grady-White Boats
Greenville
07.2004 - 12.2010
- Managed employee onboarding and orientation processes for new hires.
- Designed and implemented associate events.
- Collaborated with team members to enhance workplace culture and engagement efforts.
Call Center Bank Card Fraud Specialist
Branch Banking & Trust
Wilson
09.2000 - 05.2004
- Resolved complex card fraud cases through detailed investigations.
- Analyzed high-volume transaction data using advanced fraud monitoring systems.
- Communicated empathetically with customers to verify fraudulent charges.
Education
Bachelor's Degree - Social Work (BSW)
12.2027
- Beaver College of Health Sciences
- Honors Professional Sequence
NC Certified Peer Support Specialist -
12.2025
Associate Degree - Applied Science with Highest Honors
05.2025
- Student Ambassador
- National Honor Society
- GPA: 3.89
Skills
- Microsoft 365
- Conflict resolution
- Customer service
- Effective communication
- Attention to detail and compliance
- Customer engagement and focus
Certification
• Event Planning
Crisis Intervention
Case Management
• Data Analysis and Presentation Building
• AI Essentials Specialization
Crisis Intervention
Case Management
• Data Analysis and Presentation Building
• AI Essentials Specialization
Accomplishments
2023 National Honor Society, Nash Community College
Custom Section 1
- Dress for Success, Wilson, NC
Support unemployed women to achieve economic independence and thrive in work and in life,
empower women to transform their lives and re-envision their futures, provide women with the services, tools and professional attire to secure employment and advance their careers.
Recovery Concepts Community Center (RC3), Wilson, NC
Support individuals in recovery from substance use disorders, provide a safe, sober, and friendly environment with educational opportunities, group meetings, social events, and health status testing, creating a recovery-informed community where individuals can sustain their recovery.
Timeline
Guest Services/Breakfast Mgr. - Patco Lodging dba Tru Hotels & Hampton Inn
01.2023 - 01.2025
Telephone Debt Collector - Online Information Systems
08.2018 - 05.2022
Leasing Manager - Lakeside Apartments
01.2011 - 12.2017
Human Resources Assistant - Grady-White Boats
07.2004 - 12.2010
Call Center Bank Card Fraud Specialist - Branch Banking & Trust
09.2000 - 05.2004
Appalachian State University - Bachelor's Degree, Social Work (BSW)
UNC at Chapel Hill - NC Certified Peer Support Specialist,
Nash Community College - Associate Degree, Applied Science with Highest Honors