Tonya Rodriguez
Augusta
Summary
Dynamic customer service professional with a proven track record at Vivint, excelling in account management and technical troubleshooting. Adept at fostering client relationships and enhancing customer satisfaction through effective problem-solving and communication skills. Recognized for consistently exceeding performance goals and delivering exceptional support in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Special Accounts Specialist
Vivint
Lindon
05.2018 - Current
- Communicated regularly with other departments regarding account statuses.
- Identified customer needs by asking questions and advising on best solutions.
- Assisted customers with billing inquiries and payment processing issues.
- Sustained elevated level of customer satisfaction while striving to exceed sales and profitability.
- Developed and maintained solid client relationships by regularly following up on clients.
- Utilized consultative approach to gain trust and confidence of customers.
- Provided support for special projects as needed by management team.
- Listened to customer needs to identify and recommend best products and services.
- Liaised between clients and internal teams to ensure timely delivery of products and services.
- Served as primary contact and support for maintaining account information and opening and closing accounts.
- Reviewed customer accounts for accuracy and updated records accordingly.
- Conducted regular follow-up with clients to ensure satisfaction and identify additional needs.
- Investigated customer disputes related to invoices or payments received.
- Responded quickly to client requests via phone or email communications.
- Collaborated with internal teams to ensure compliance with accounting regulations.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Processed refunds, credits, and adjustments according to company policies.
- Set up and updated customer accounts with interactions, payments and personal information.
- Resolved discrepancies between customer payments and bank statements.
- Received and processed client payments and updated accounts.
- Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
Hotel Front Desk Supervisor
NorthPointe Hospitality Management
Augusta
06.2021 - 03.2022
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Participated in budget planning activities related to front desk operations.
- Oversaw recruiting, interviews and new employee hiring.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Ensured compliance with all safety regulations and protocols.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Answered telephone inquiries from customers in a timely manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared reports on occupancy rates, revenue generated, and customer satisfaction ratings.
- Responded to inquiries and room requests made online, by phone, and via email.
- Monitored front desk staff to ensure they met customer service standards.
- Input and confirmed reservations for guests.
- Developed and implemented strategies to improve customer satisfaction.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Handled cash transactions accurately while adhering to established policies and procedures.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Delegated work to staff, setting priorities and goals.
Genie Bar Advocate
Vivint Solar
Lindon
05.2020 - 02.2022
- Assist DTH reps, field service pros, and AMI, as well as other departments, with account profile issues or package issues that prevent account setups or activations.
- Using the Tech Genie and Street Genie apps to help troubleshoot and resolve issues
- Troubleshoot complex issues in Salesforce or Tech Genie, answer questions for other Field Support members
- identify technology issues to report them to work through our trend reduction flow.
ACS Specialist
Vivint
Lindon
05.2019 - 05.2021
- Verify account information
- Validate that the customer understands their contract terms.
- Assist sales professionals and field service professionals with questions.
- Conduct prescreens for credit offers. Process account updates and process payments.
- professional and calm demeanor.
- Process account updates and process payment.
- Awarded the All In Incentive for May 2020.
Technical Support Representative
Vivint
Lindon
05.2018 - 05.2019
- Served as first point of contact for incoming technical service calls and emails.
- Maintained up-to-date case documentation for future reference.
- Conducted remote diagnostics to identify and solve technical problems.
- Resolved escalated customer service issues in a timely manner.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Supported customers with online billing, access, and account issues.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Assisted with customer requests and answered questions to improve satisfaction.
Customer Care Representative
StatesideBPO
Fort Myers
03.2017 - 05.2018
- Third Party Vivint Customer Care
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided customer support for a range of clients, troubleshooting technical issues and responding to inquiries.
Customer Service Representative
Teleperformance USA
Augusta
11.2015 - 07.2016
- Listen and respond to customers’ needs and concerns
- Provide information about products and services:
- Take orders, determine charges
- oversee billing or payments
- Review or make changes to customer accounts
- Handle complaints
- Record details of customer contacts and actions taken
- Research answers or solutions as needed
- Refer customers to supervisors, managers, or others who can help
Education
Associate of Arts - Marketing Management
Augusta Technical College
Augusta, GA10-2005
Bachelor of Science - Public Administration
University of Phoenix
Tempe, AZSkills
- Customer service
- Account management
- Sales support
- Data entry
- Project support
- Technical troubleshooting
- Communication skills
- Team collaboration
- Effective problem solving
- Department collaboration
- Customer satisfaction
- Multitasking capacity
- Team leadership
- Problem-solving
- Task prioritization
Timeline
Hotel Front Desk Supervisor
NorthPointe Hospitality Management
06.2021 - 03.2022
Genie Bar Advocate
Vivint Solar
05.2020 - 02.2022
ACS Specialist
Vivint
05.2019 - 05.2021
Special Accounts Specialist
Vivint
05.2018 - Current
Technical Support Representative
Vivint
05.2018 - 05.2019
Customer Care Representative
StatesideBPO
03.2017 - 05.2018
Customer Service Representative
Teleperformance USA
11.2015 - 07.2016
Associate of Arts - Marketing Management
Augusta Technical College
Bachelor of Science - Public Administration
University of Phoenix
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