Tonia Winer Email and Phone Number

Co-Host of Films Uncorked Podcast

• Responsible for turning customer inquiries and requests into scheduled appointments. • Interact with insurance carriers and agencies, consumers and fleet and service managers.• Perform vehicle research to ensure accurate glass selection is available for appointments.• Maintain incoming inventory and process warehouse and vendor returns.• Coordinate appointments with technicians and troubleshoot issues.

Taking a unique look at the observation of Mars using the newspaper articles from the 1800s and up. Articles that talk about the science of Mars and theories that, with today's knowledge, is science fiction.

• Assist with inbound calls from policy owners and helping understand the insurance coverage that they purchased, billing questions, concerns, and or changes.• Assist policy owners that wish to cancel their existing insurance coverage by reviewing products, benefits and/or solving service and claims issues. Provide information about alternatives to canceling coverage that will best fit their insurance coverage needs, budget, and preferred billing method.• Customer Care Survey: Responsible for gathering customer data and ensuring surveys are sent in a timely manner. Analyze and provide feedback and reports on survey results, statistics, and comments by policy owners.• Training and reference manuals: Responsible for consolidating information into a user-friendly training manual for Customer Care and Retention Departments. Assist trainer with updating manuals as needed.

Responsible for fulfilling the orders for accounts in the United States, Canada, Mexico, the Middle East and billing them accordingly.• Eliminated redundant procedures to ensure efficiency, speed, and accuracy of order fulfillment.• Ensured all paperwork sent from Teavana reflected the company brand and professionalism.• Monitored the transport of shipments to its destination and follow up with UPS when deficiencies were found. • Ensured UPS and the Canadian broker had proper customs paperwork to ensure smooth delivery to Teavana stores.• Updated store inventory upon successful completion of delivery of merchandise.• Reviewed UPS statements to ensure correct billing of shipments from the Teavana Distribution Center to customers and Teavana stores within the United States and Canada.

Planning and Development Coordinator | 2007 – 2008Responsible for the integral forecast and statistical reporting for the call center in -house staff, domestic and international outsource telesales companies: • Analyzed an array of statistical data to determine daily and special holiday staffing services forecasts.• Mitigated and oversaw service levels for outsourcing partners to ensure proper staffing of 130+ agents.• Responsible for the staffing of 40+ and ensure proper coverage to achieve service levels.• Assisted the Quality Assurance team in updating and maintaining coaching forms for in-house and outsource telesales companies and provide monthly results.Customer Care Quality Assurance Coordinator | 2006 – 2007Responsible for achieving customer satisfaction by monitoring 10+ call center in-house agents and 30+ telesales outsourced agents through regular coaching sessions to assess their performance.• Improved agent’s efficiency and accuracy to ensure that they delivered the company's policy and procedures at a high level of proficiency.• Evaluated agents average call handling times and initiated changes to standards and procedures to ensure proper delivery and customer satisfaction• Conducted training and quality assurance calibration with the Quality Assurance team in the United Kingdom, India, and the US to ensure that the call handling standards were being delivered• Improved productivity and uniformity of coaching scores by creating a user-friendly coaching form in which the scores were automatically calculated when marked.