Toni Roberts Email and Phone Number
I am an innovative and detail-oriented professional with 20 years of leadership experience in education, social services, and client engagement. I thrive on solving complex challenges, viewing them as puzzles that require creative and strategic solutions. As a natural leader, I am skilled at directing traffic while also listening and making decisions that benefit the overall group. I am eager to leverage my organizational and analytical skills to drive success in process improvement, change management, and community relations roles. My passion for helping those in need and my abilityto engage stakeholders at all levels make me an ideal candidate for roles that require strategic thinking, meticulous attention to detail, and a strong philanthropic drive.Key Strengths:Process Improvement: Adept at identifying sticking points in systems and bringing innovative solutions to enhance operational efficiency and effectiveness.Change Management: Experienced in working with senior leadership, management, and committees to redesign processes and ensure alignment with strategic plans and timelines.Community Relations: Excellent at organizing and leading initiatives that engage and inspire others to contribute their time and expertise to worthy causes.Organizational Skills: Capable of managing multiple projects simultaneously, maintaining detailed records, and ensuring all efforts are aligned with organizational goals.Professional Experience Highlights:Mortgage Servicing Representative: Optimized processes, reconciled 300+ outstanding line items, and collaborated with external partners to update over 6,000 incomplete files.Reservations Agent & Customer Service Representative: Handled high-volume client interactions, resolved conflicts, and drove profitability through persuasive selling strategies.Child Advocate: Coordinated efforts with law enforcement and medical professionals to support children in crisis, while training and mentoring new hires on trauma-informed practices.Teacher & Administrator: Led initiatives to design and implement programs, improve traffic patterns, and support student success through cross-functional collaboration.I am passionate about driving positive change and enhancing community impact through strategic process improvement and change management initiatives. Let’s connect to explore how my unique skills and experience can contribute to your organization's success!
American Airlines Federal Credit Union
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Mortgage Servicing RepresentativeAmerican Airlines Federal Credit Union Jan 2022 - Present• Assumed responsibility for General Ledger maintenance to reconcile 300+ outstanding line itemstotaling $100K+ in 1 month• Researched and updated 6,000+ incomplete files by partnering with title companies and attorneys to locate missing documents• Support members with a variety of mortgage services, including payment processing, escrow accounts, and tax statements• Mitigate risks, protect company assets, and reduce liability by addressing sensitive inquiries withconfidentiality and professionalism• Partner with external vendors, providers, and multidisciplinary teams to resolve outstanding customer and account issues• Optimize the collection of feedback from current and past customers by creating online surveys togather customer data• SKILLS: Financial Acumen, Accounting, Bookkeeping, Process Improvement, Risk Mitigation, FraudPrevention, Cross-Functional Collaboration, Customer Satisfaction
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Educator At Northwest Isd & District 49Northwest Isd Aug 2019 - May 2024• Differentiated lesson plans through the use of eLearning software and instructional procedures to drive student engagement• Accomplished curriculum objectives and goals by fostering a productive classroom environmentfocused on skill development• Delivered instruction in the absence of lead educators in special education and regular classrooms to maintain student progress• Tailored and customized lesson plans and activities, effectively adjusting to meet the needs of unique learner groups• SKILLS: Curriculum Development, Technical Expertise, Classroom Management, Scheduling, TeamLeadership, Mentoring -
International Reservations RepresentativeAmerican Airlines May 2021 - Jan 2022Texas, United States• Juggled high volumes of inbound calls from clients via multi-lined phone systems in fast-paced, metric-driven environments• Resolved issues by educating clients on available options and utilizing conflict management strategies to de-escalate situations• Drove company profitability by utilizing persuasive selling strategies to upsell and cross-sell profitable upgrades and services• SKILLS: Customer Service, Conflict Resolution, Multitasking, Product Knowledge -
RealtorDwell Realty 2013 - Jan 2020• Amassed $17M in annual sales as a part-time real estate agent by serving as the “Realtor of Choice” for community members• Managed the sales funnel pipeline, curated leads, qualified prospects, and oversaw closing transactions with strict deadlines• Educated homebuyers on regulatory affairs, market trends, competitive offer strategies, and homerepair resources• Conducted extensive market research and analysis to identify competitive pricing and create bidpresentations for clients• Scheduled open houses, facilitated viewings, brainstormed attractive offers, and coordinatednegotiation processes to close sales• SKILLS: Sales & Marketing, Prospecting, Lead Generation, Documentation, Record-keeping, Scheduling, Calendar Management, Communication, Vendor Relations
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Child AdvocateSouthcentral Foundation Dec 2018 - Apr 2019• Collaborated with colleagues to address the needs of children suffering from various types of emotional or physical abuse• Trained and mentored new hires on trauma-informed practices, company policies, federal regulations, and best practices• Coordinated efforts with law enforcement officials and medical professionals to address emergency, ever-changing situations• Demonstrated empathy, compassion, and active listening skills when guiding children through trauma-reporting processes• Liaised with Social Services, the District Attorney’s Office, and Alaska Native Tribes to deliver culturally-sensitive support• SKILLS: Social Services, Needs Assessment, Social-Emotional Intelligence, Cultural Competency,Regulatory Compliance, Onboarding, Training & Development -
Administrative AssistantLithia Cjd 2009 - 2019• Addressed a document filing backlog and reconciled processes through meticulous attention to detail and organization skills• Oversaw database management of vehicle VIN numbers with 100% accuracy to support local dealers and manufactures• Evaluated workflows and implemented continuous process improvements to boost productivity and optimize daily operations• SKILLS: Computer Proficiency, Office Management, Office Administration, Database Management
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Teacher And AdministratorAnchorage School District Aug 1999 - May 2018• Championed an initiative to design and implement an H1N1 Bird Flue Vaccination protocol program for 1.2K students in less than 10 days by partnering with the Public Health Agency to coordinate schedules and activities• Spearheaded the development of a Reading Apprenticeship Program through cross-functionalcollaboration with middle and high school personnel to support elementary-aged students indeveloping reading skills• Redesigned traffic patterns to minimize pick-up and drop-off congestion with minimal budgets and a strict timeline• Served as a Strategic Advisor to 100+ staff members and led the support of stakeholder and critical personnel issues• Interfaced with school and community leaders to organize events, meet student needs, and facilitate fundraising activities• Established data analysis programs, schedules, and milestones to track student progress and identify areas of opportunity• SKILLS: Project Management, Project Coordination, Policy Implementation, Schedule Management, Event Planning, Community Outreach, Data Analytics -
Jack Of All TradesDreamland Bowl Mar 1984 - Aug 1997Seward, AkMy family owned and operated a 4-lane bowling alley in a small Alaskan town. At the young age of 7, I was already helping behind the counter renting shoes, taking money, and keeping the area clean. I also spent countless hours sitting on top of the bowling pin machines to watch over mechanical issues in order to allow the nightly leagues to go off without a hitch (or at least, only small bumps along the way). At 12, my parents left town for 6 weeks and I ran the business, from start to finish, every day. That means I was responsible for the cleaning, general maintenance, stocking of the machines and other supplies, counting the coins from the vending machines and all accounting of daily receipts and expenses. Looking back, 12 was very young to have that much responsibility, but I had the willingness, intellect, and ability to see two steps ahead in order to stop a problem before it started.
Toni Roberts Education Details
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Educational Leadership And Administration, General -
Education - K-8
Frequently Asked Questions about Toni Roberts
What company does Toni Roberts work for?
Toni Roberts works for American Airlines Federal Credit Union
What is Toni Roberts's role at the current company?
Toni Roberts's current role is Process Improver | Servant Leader | Educator | Training Specialist | Change Agent.
What schools did Toni Roberts attend?
Toni Roberts attended University Of Alaska Anchorage, Saint Mary's University Of Minnesota.
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