Tonya Irvin
McDonough
Summary
Dynamic and results-driven professional with extensive experience at QVC, Inc., excelling in customer service and problem-solving. Proven ability to resolve issues efficiently while managing documentation and data entry. Adept at enhancing customer satisfaction through effective communication and research analysis, contributing to organizational success in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Provider Advocate Agent
Senture
10.2025 - Current
- Remote
- Responded promptly to customer inquiries and complaints in a professional manner.
- Completed research to thoroughly understand client requirements.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
Customer Service Specialist
QVC, Inc.
10.2024 - 05.2025
- Remote
- Assisted customers with inquiries and product selections during live broadcasts.
- Resolved customer complaints efficiently using QVC's internal systems.
- Handled order processing and returns through QVC's online platform.
- Educated customers about product features and promotions during interactions.
Fulfillment Associate
Wolters Kluwer
12.2021 - 07.2023
- Fulfill orders for internal and external customers by scanning and processing documents.
- Research legal documents.
- Submit legal documents to the Secretary of State, Division of Corporations.
- Resolve or escalate issues.
- Follow requests through to completion. Communicate progress to customers and our teams.
- Navigate quickly between multiple processing systems and databases. Contribute to customer satisfaction and organizational success.
- Participate in process improvement programs, best practices and occasional special projects.
- Process State and customer documents following established Standard Operating Procedures using proprietary and Microsoft suite applications.
Travel Trainer
Dart
12.2018 - 02.2022
- Coordinating and implementing the statewide use of fixed route transit
- Facilitated in person interviews to determine eligibility status
- Implemented Trapeze to pre-determine existing travel patterns of customers
- Assisted with public outreach activities
- Administered Reduce Fare/SCAT ID cards for eligible riders
Assistant Scheduler
Dart
04.2017 - 12.2018
- Assisted all departmental staff.
- Enter application information into the Trapeze system.
- Coordinated interviews for applicants to determine eligibility for Paratransit services.
- Book transportation for applicants when needed to attend interviews to determine eligibility.
- Generate paratransit trip history for clients when requested.
Project Administrative Assistant
Deloitte
08.2012 - 09.2016
- Track, edit and print all RFP's, contracts and proposals
- Track, edit and scan all pCRFs for Clinical Studies
- Handle presentation materials; binding reports, presentations and RFPs
- Event Planning; involved in coordination of Charity Events, Volunteer events
- Assisted with travel arrangements and accommodations; US & Canada
- Handle heavy mailings; Thank You letters for donations received
- Handle all data entry into Donor Perfect, tracking donations and contributions
- Invoicing - track all invoices for payments thru approval process to ensure timely payments
- Chaired and oversaw office directories
- Contractor
Education
Associates Degree - Partial completion
Community College of Philadelphia
Philadelphia, PABusiness Operations Certificate -
Lehigh Valley College
Skills
- Administration
- Resolving customer issues
- Documentation management
- Problem solving
- Data entry
- Customer service
- Research analysis
- Travel scheduling
- Meeting scheduling
- Inventory management
- Budget management
- Invoicing
- Accounts receivable
- Mail merges
- Mass mailings
- High volume mail handling
- FedEx systems
- DHL systems
- UPS systems
- Switchboard operation
- Directory maintenance
- RFP editing
- RFP printing
- RFP tracking
- Event planning
- Certification processing
Computer Applications
- Trapeze
- MS Office
- Publisher
- Internet
- Donor Perfect
- SharePoint
- AMSI, Hud Manager
- Ariba
- TFS
- DCIS
Industry Lines
- City, Local Govt, Transportation
- Insurance
- Pharmaceutical
- Telecommunication, Services
- Education, Non-Profit
- Investment
- Property Management
- Consulting
Timeline
Provider Advocate Agent
Senture
10.2025 - Current
Customer Service Specialist
QVC, Inc.
10.2024 - 05.2025
Fulfillment Associate
Wolters Kluwer
12.2021 - 07.2023
Travel Trainer
Dart
12.2018 - 02.2022
Assistant Scheduler
Dart
04.2017 - 12.2018
Project Administrative Assistant
Deloitte
08.2012 - 09.2016
Associates Degree - Partial completion
Community College of Philadelphia
Business Operations Certificate -
Lehigh Valley College