Summary
Overview
Work History
Education
Skills
Websites
Certification
Tools And Resources
Timeline
Generic

Toney Hines

Chicago

Summary

Results-driven Customer Care Operations Manager & People Leader with a proven track record of enhancing operational efficiency and driving performance improvements. Skilled in building and nurturing high-performing teams, setting clear, achievable goals, and fostering a culture of accountability. Experienced in leading change initiatives that align with organizational objectives, optimizing processes, and streamlining workflows to support long-term growth and improve customer satisfaction. Committed to empowering teams, improving processes, and delivering results that drive both business success and positive customer experiences.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Manager, Merchant Accounting & Elite Care

Grubhub
04.2022 - 11.2024
  • Fraud Prevention: Saved $1.5M by implementing automated fraud prevention processes, reducing reporting time by 84%
  • Team Development: Mentored and promoted 9 employees through customized growth plans, fostering career advancement and a culture of excellence
  • Process Automation: Led automation projects that saved $1.03M in labor costs and eliminated $423K in duplicate credits, enhancing operational efficiency
  • Process Documentation: Regularly updated Standard Operating Procedures to reflect process improvements and ensure clarity, consistency, and adherence to best practices
  • Market Impact: Improved partner satisfaction across 24 markets by implementing KPI-driven service improvements, driving performance
  • Performance Management: Managed performance issues with clear corrective actions, including the termination of a Senior Specialist due to consistent underperformance
  • Payroll & PTO Management: Updated payroll for 11 direct reports and approved/denied PTO requests, ensuring accurate compensation and compliance with company policies
  • Leadership & Stakeholder Engagement: Conducted 1-on-1 coaching sessions, participated in weekly, monthly, and quarterly reviews, and negotiated terms with stakeholders to align objectives and drive business results

Team Lead, Merchant Accounting & Elite Care

Grubhub
11.2018 - 04.2022
  • Operations Management: Enhanced operational effectiveness through resource allocation and team management, ensuring task execution and objective achievement
  • Customer Experience: Improved customer relations by analyzing surveys and coaching to elevate service quality
  • Team Development: Mentored senior specialists using metrics and QA feedback to drive performance and excellence
  • Process Improvement: Developed and implemented metrics to streamline workflows, boosting efficiency
  • Leadership Support: Supported senior specialists with complex tasks and escalations, ensuring prompt resolution and best practices

Senior Specialist, Merchant Care

Grubhub
07.2017 - 11.2018
  • Customer Support: Professionally managed incoming inquiries and complaints from restaurants, utilizing available tools and resources to resolve concerns efficiently and effectively
  • Account Management: Processed transactions, including contract/payment inquiries, account updates, and order assistance, via phone, email, fax, and mail, ensuring accuracy and satisfaction
  • Education and Guidance: Gathered restaurant information thoroughly, educated clients on procedures to reduce future contact needs, and documented interactions for comprehensive tracking
  • Escalation Resolution: Collaborated with Restaurant Care management to address escalated concerns professionally and compassionately, maintaining trust and positive relationships
  • Policy and Decision-Making: Balanced company policies with restaurant needs, ensuring mutually beneficial outcomes while acting as the lead point of contact for all matters

Scheduling Coordinator, Human Resources

NORC at the University of Chicago
01.2016 - 01.2017
  • Scheduling Optimization: Created schedules for 300+ call center specialists, ensuring operational coverage and timely communication of schedule changes and availability requirements
  • Policy Enforcement: Enforced attendance policies, approved/denied time-off requests, and submitted leave of absence requests to Human Resources, maintaining compliance with organizational guidelines
  • Performance Management: Issued verbal, written, and final warnings to specialists for attendance issues, break infractions, and policy violations, fostering accountability
  • Employee Transitioning: Deactivated accounts for former employees, ensuring accurate HR records and system updates

Compliance Auditor, Department of Education

United Recovery Systems
09.2013 - 07.2015
  • Loan Rehabilitation: Audited defaulted student loans on Department of Education systems, facilitating payment recovery and providing rehabilitation options to borrowers
  • Communication Excellence: Liaised daily with students, clients, and educational institutions to resolve payment concerns and negotiate rehabilitation contracts
  • Report Generation: Prepared detailed reports of defaulted accounts, streamlining processes for payment collection and client review
  • Administrative Support: Performed a range of clerical tasks, including managing correspondence, filing, scanning, and inventory management for departmental efficiency

Call Center Supervisor, Billing & Tech Support

Xfinity
05.2008 - 05.2013
  • Team Leadership: Managed a team of 10-12 customer service specialists, overseeing daily operations, providing coaching, and fostering a high-performance environment
  • Recruitment and Training: Recruited, trained, and transitioned over 900 employees into the organization, contributing to workforce growth and team development
  • Quality Assurance: Monitored calls for compliance, quality, and adherence to company procedures, implementing improvements to boost performance
  • HR Collaboration: Managed payroll, processed timesheets, and conducted annual employee evaluations to support career development and ensure team alignment with company goals while resolving customer escalations to enhance satisfaction

Education

High School Diploma -

Best Practice High School
Chicago, IL
06.2006

Completed Coursework - Business and Administration

Broward College
Pembroke Pines, FL
12.2007

Skills

  • Team Management
  • Strategic Decision-Making
  • Effective Time Management
  • Complex Problem-Solving Expertise
  • Operations and Workflow Management
  • Project Planning and Execution
  • Cross-Functional Collaboration
  • Delegation and Team Coordination
  • Process Optimization & Efficiency Improvement
  • Exceptional Verbal and Written Communication

Websites

Certification

  • Lean Six Sigma Green Belt
  • Operational Excellence
  • Leading a Customer-Centric Operation
  • Giving and Receiving Feedback
  • Prep U Leadership Workshop
  • PESTO Leadership Workshop
  • Ignite Leadership Workshop
  • Driving Sustainable Change

Tools And Resources

  • Google Suite (Docs, Sheets, Drive, etc.)
  • Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Zendesk
  • Salesforce
  • Five9 & Five9 Supervisor
  • Asana
  • Slack
  • Sovos
  • Redash
  • Jira Service Management
  • Stripe
  • Workday
  • Ultipro
  • UKG Pro
  • Service Now
  • Tableau
  • Schedule Source

Timeline

Manager, Merchant Accounting & Elite Care

Grubhub
04.2022 - 11.2024

Team Lead, Merchant Accounting & Elite Care

Grubhub
11.2018 - 04.2022

Senior Specialist, Merchant Care

Grubhub
07.2017 - 11.2018

Scheduling Coordinator, Human Resources

NORC at the University of Chicago
01.2016 - 01.2017

Compliance Auditor, Department of Education

United Recovery Systems
09.2013 - 07.2015

Call Center Supervisor, Billing & Tech Support

Xfinity
05.2008 - 05.2013

Completed Coursework - Business and Administration

Broward College

High School Diploma -

Best Practice High School

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