1. Tonya Grant
1104 NW Arlington Place Apartment 1
Blue Springs, Missouri 64015
jasthejo@gmail.com
(816) 882-0527
Profile:
• More than 10 years’ successful experience in customer service and support with
recognized strengths in underwriting, problem-solving and trouble-shooting, sales, and
planning/implementing proactive procedures that avoid costly mistakes.
• Possess solid computer skills.
• Excellent working knowledge using both Mac and Windows systems; Microsoft Excel,
Microsoft Word, and PowerPoint.
• Ability to train, motivate, and supervise customer service employees in a timely manner
• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Develop plans, conduct employee evaluations, and conduct disciplinary hearings, and
maintain/update employee records accordingly.
Synopsis of Achievements:
• Increased employee retention by 20%
• Utilized persuasion/mediation skills while resolving customer complaints and later
transitioning to sales.
• Proactive planning led to notable increase in morale in all departments.
• Created customer satisfaction survey, drastically reducing potential problems.
Education:
North Central University
Business and Administration with Emphasis in Entrepreneurship
Master’s Degree
Expected Graduation 07/2016
University of Missouri Kansas City
Criminal Justice/Criminology
Bachelors of Arts in Criminal Justice and Criminology
Employment:
10/2013-02/2014 Centrinex, Overland Park, KS
Underwriter
Work with 25 professional underwriters covering 14 states where we were responsible for more than 5000
individual accounts. Support sales reps in opening new accounts and upgrading existing services by
verifying the information on the customers’ accounts and placing the approved accounts in funding status.
Quickly and effectively solve customer challenges. Maintain quality control/satisfaction records, constantly
seeking new ways to improve customer service.
08/2013-Present Rick’s Rib Rack, Blue Springs, MO
Manager

2. Oversee the planning, preparations and services requested by the clients to meet their catering needs in
a professional manner.
12/2012-08/2013 AMG, Overland Park, KS
Underwriter Team Lead
Assist the customers by resolving their concerns related to their loan applications by verifying the
information provided on the applications and funding the loans in a timely manner.
03/2012- 10/2012 Convergys, Olathe, KS
Customer Service Representative II
Resolve the customers billing questions and concerns and then transition to the sales of u-verse
television, Internet, home phone and mobile services.
12/2011- 03/2012 G4S Secure Solutions, Overland Park, KS
Custom Protection Officer
Conduct armed foot and/or vehicle patrol (interior and/or exterior). Control access and egress. Monitor
CCTV and alarm systems. Compose reports. Deter criminal activity and misconduct. Perform other duties
as specified in post orders.
12/2008- 7/2009 Applied Marketing Research, Kansas City, MO
Customer Service Representative
Conduct outbound calls in a fast paced call center in an effort to conduct research studies. The
quantitative and qualitative research services that I provided included telephone interviews, Internet
questionnaires, mail questionnaires, computer-aided in person interviews, central location testing, in-
home usage tests, buyer shop-along, multi-method studies, focus groups and in-depth interviews, website
usability and personality studies, perception analyzer and projective techniques
12/2005- 10/ 2006 Caremark, Lee Summit, MO
Retail Pharmacy Customer Care Representative
Support the stores and customers by handling phone inquires, refills, clinical questions, as well as other
pharmacy related requests which allow the store pharmacy teams to spend more time assisting our in-
store customers, and provide more one-on-one service that will exceed our customer’s expectations
11/2000- 11/2005 Jackson County Detention Center, Kansas City, MO
Correctional Officer
Defuse disruptive behavior by verbal interventions. Control disruptive behavior by appropriate verbal
orders and/or appropriate use of physical force. Use verbal and listening skills to determine potential
inmate problems, such as suicide risk, intoxication, drug usage, assaultive behavior, etc. Inform and
explain institutional rules to inmates. Communicate information regarding security, safety and operations
through the chain of command. Monitor inmates, watch closely for unusual behavior, improper conduct or
signs of conflict. Monitor the visitation between inmates and their personal visitors. Supervise recreational
activity. Search inmates, by pat or strip method, to detect and confiscate contraband or unapproved
items. Search cells or living quarters, recreational areas, visiting areas and other areas I the building or
on the grounds for contraband and unapproved items. Search the perimeter of an area by making checks
on foot, by car, or from the control center to ensure that there are no security breaches or contraband.
Conduct security checks of locks, doors, bars and windows, etc. Prepare inmates for transportation
through search and application of appropriate restraining devices, depending on security level, and
ensure all related materials to be transported with inmate are ready and in order. Transports inmates
outside the facility to and from court, medical appointments, other facilities, etc. Communicate with other
staff and/or main control to inform about inmate behaviors, incidents and/or to request assistance.
Perform head counts to visually ensure the presence of all inmates. Check IDs to ensure only authorized
persons enter or leave facility. Process new admits and transfers. Respond to emergency situations
according to facility procedures, such as medical, fire, security, etc. Writes narrative reports describing
events that have happened, such as confidential reports, incident reports, disciplinary reports, special
observation reports, etc. Reads and writes short notes in a log book as a means of possessing
information about daily events from one shift to another, such as inventory logs, post logs, narrative logs,

3. etc. Use portable two-way radio. Issue logs and inventories facility keys. Attends and participates in
required training. Read policy and procedure manuals, directives and memos.
04/1998- 11/2000 Jackson County Detention Center, Kansas City, MO
PARALEGAL
Perform a variety of specialized clerical and technical duties involved in processing various records and
reports; receive, enter, research, and assimilate data in a records management system and other
database system such as Alert, Mules and NCIC in an effort to identify and maintain crime activity and
known offender information and statistics; and, perform a variety of related duties involved in the
maintenance of highly confidential records.