Tonya Hutchinson
Ontario
Summary
Highly adaptable and customer-centric professional with broad and diverse expertise spanning multiple industries with a proven track record of delivering exceptional service and fostering customer loyalty. Eager to leverage advanced communication skills and extensive experience in customer support to drive meaningful engagement and service excellence. Passionate about providing superior service with unwavering dedication.
Overview
11
11
years of professional experience
Work History
Independent Contractor
Uber, DoorDash, and Instacart
03.2024 - Current
- Delivered exceptional customer service by ensuring timely and safe delivery of products, enhancing customer satisfaction and fostering repeat business
- Communicated effectively with customers through the apps, resolving issues in real-time and ensuring an overall positive experience
- Managed time efficiently to meet tight delivery schedules, demonstrating strong time management skills in a fast-paced, dynamic environment
- Completed an average of 40-50 deliveries per week, ensuring prompt service and high customer ratings, maintaining a 98% on-time delivery rate across all platforms
- Utilized problem-solving skills to address any delivery issues or customer inquiries promptly, providing creative solutions while adhering to company policies
- Maintained a high level of professionalism and courtesy in all interactions, ensuring customers felt valued and their needs were met with efficiency and care
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Customer Service Champion (Contract Full-Time)
Kaycan
06.2021 - 12.2023
- Cultivated strong customer relationships through phone, email, and virtual interactions, enhancing client satisfaction, retention, and revenue growth
- Proactively identified and addressed customer needs, delivering prompt and effective solutions to exceed expectations
- Managed 50+ customer interactions per day across phone, email, and in-person channels, consistently exceeding service quality standards and increasing customer retention by 30%
- Utilized Oracle to accurately document customer interactions and track trends, facilitating continuous improvement in service quality
- Drafted and reviewed invoices and correspondence for senior management while handling customer inquiries regarding orders, payments, refunds, waybills, sales transactions, and returns, ensuring accurate logistics coordination and minimizing errors
- Process special material orders in accordance with standard procedures
- Actively participated in ongoing training and education to stay informed of industry changes and enhance service delivery
- Performed administrative duties, including scheduling meetings, coordinating communications, and supporting daily operations for efficient workflow
Customer Service Associate (Contract Full-Time)
E.L.S.
05.2018 - 01.2020
- Managed customer, and vendor inquiries and concerns across phone, email, and chat with professionalism and efficiency, managing product returns and ensuring timely resolutions that consistently elevated customer satisfaction
- Leveraged extensive product knowledge to deliver exceptional service, creating personalized customer experiences and offering tailored solutions to meet specific needs and preferences
- Optimized operational efficiency by overseeing point-of-sale (POS) transactions, ensuring accurate processing, and facilitating seamless completion of customer purchases, enhancing the overall transaction experience
- Processed 200+ product returns per month, achieving a 90% successful resolution rate and improving customer satisfaction scores by 70%
- Collaborated with vendors to manage back-order availability, special orders, and inventory needs, ensuring seamless fulfillment and on-time product availability for customers
- Streamlined product replacement and returns processes, addressing damaged or missing items quickly and efficiently, resulting in improved operational flow and increased customer satisfaction
- Documented customer interactions and solutions within CRM software, maintaining detailed records to track requests, identify trends, and optimize service delivery
- Promoted a customer-centric culture by resolving unique concerns through active listening and problem-solving, fostering positive relationships and ensuring consistent service excellence
Retail Stylist (Part-Time)
Nordstrom
08.2016 - 11.2018
- Developed and executed sales strategies to drive business performance, contributing to financial objectives while maintaining awareness of the latest fashion trends
- Mentored and supported retail teams to exceed sales goals and enhance customer satisfaction through exceptional service and personalized styling
- Curated personalized wardrobe solutions for clients, offering tailored advice for everyday wear and special events to create cohesive head-to-toe looks
- Assisted an average of 30 customers per day, achieving a 20% increase in upsells and contributing to team sales goals
- Built strong customer relationships by recording preferences and providing ongoing, customized service to foster loyalty and repeat business
- Managed merchandise displays and processed transactions, ensuring visually appealing arrangements that supported sales growth and a seamless customer experience
Recovery Officer (Contract Full-Time)
Cash Money HQ
02.2017 - 03.2018
- Achieved fiscal integrity through detailed account reconciliation and strategic collection efforts, settling past-due accounts and exceeding performance goals
- Streamlined payment processes and monitored account compliance with payment plans, reducing non-compliance rates
- Developed and executed innovative strategies for the recovery of outstanding payments, resulting in a noticeable decrease in overdue accounts
- Negotiated repayment plans with clients, successfully recovering $50,000+ in overdue balances per month, surpassing department collection targets
- Delivered exceptional customer service by leveraging in-depth product knowledge, managing returns efficiently, and providing tailored solutions
- Handled high volume in-bound calls pertaining to reconciliation of delinquent accounts
- Monitored accounts for compliance with established payment plans and flagged violations utilizing CRM software to track customer interactions, document issues, and ensure effective follow-up and resolution
Emergency Dispatch Operator (Full-Time)
API Alarms
05.2014 - 06.2016
- Expertly managed incoming multi-line calls and alarm system notifications, dispatching appropriate emergency services (police, fire, medical) to various locations, ensuring rapid response and effective resolution of urgent situation
- Accurately completed daily reports, documentation, and forms to maintain precise records, safeguarding the integrity of emergency protocols and ensuring no disruption in patient care
- Efficiently communicated alarm activity to subscribers' emergency contacts, ensuring timely updates and maintaining clear lines of communication during critical incidents
- Handled an average of 100+ emergency and non-emergency calls per shift, improving response times by 15% through efficient dispatch coordination
- Supervised the prioritization of emergency and non-emergency calls, ensuring appropriate response units, including on-site security and first responders, were dispatched and tracked in real-time to minimize delays and improve operational efficiency
- Prepared clear, detailed reports and written communications, facilitating smooth operational workflows and contributing to the accuracy and efficiency of emergency dispatch processes
Education
Associate of the Arts - Fashion Management
Humber College
Toronto, OntarioGraduate Certificate - E-Commerce + Small Business Management
Yorkdale College
Toronto, OntarioHigh School Diploma - O.S.S.D
Martingrove Collegiate Institute
Etobicoke, ONSkills
- Excellent written and verbal communication skills
- Conflict resolution
- Collaboration
- Proficient in Microsoft Office
- Proficient in Google Suite
- Customer service platforms
- Oracle
- AS400
- Strong time management skills
- Ability to meet strict deadlines
- Ability to prioritize tasks
- Knowledge of anti-oppression practices
- Knowledge of anti-racism practices
- Commitment to diversity and inclusion
- Ability to work independently
- Ability to work as part of a collaborative team
- Promoting teamwork
- Promoting professional relationships
- Strategic leadership
- Results-driven leadership
- Collaborative management approach
- Proven leadership skills
- Participatory management
- Excellent customer service delivery
Languages
English
Additional Experience
- Freelance Sales Associate, Holt Renfrew, Toronto, Ontario
- Software Specialist, Stewart Title, Guarantor, Toronto, Ontario
- Billing Analyst, Moneris Solutions, Toronto, Ontario
- Client Care/ Escalation Advisor, Rogers Communications, Toronto, Ontario
Timeline
Independent Contractor
Uber, DoorDash, and Instacart
03.2024 - Current
Customer Service Champion (Contract Full-Time)
Kaycan
06.2021 - 12.2023
Customer Service Associate (Contract Full-Time)
E.L.S.
05.2018 - 01.2020
Recovery Officer (Contract Full-Time)
Cash Money HQ
02.2017 - 03.2018
Retail Stylist (Part-Time)
Nordstrom
08.2016 - 11.2018
Emergency Dispatch Operator (Full-Time)
API Alarms
05.2014 - 06.2016
Graduate Certificate - E-Commerce + Small Business Management
Yorkdale College
High School Diploma - O.S.S.D
Martingrove Collegiate Institute
Associate of the Arts - Fashion Management
Humber College
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