TAONA MAYS
Minneapolis
Summary
Connection center professional with strong background in customer service and technical support. Known for improving customer experiences through effective troubleshooting and clear communication. Highly collaborative, adaptable, and reliable in meeting team goals and addressing dynamic challenges. Proficient in using customer relationship management (CRM) systems and displaying positive attitude towards problem-solving.
Overview
8
8
years of professional experience
Work History
Connection Center Associate
Hennepin Healthcare
09.2025 - Current
- Answers assigned calls; prioritizes, screens, and/or redirects calls as needed. Answers questions, handles routine matters, and takes messages
- Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
- Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
- Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
- Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
- Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
- Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
Retail Store Manager
Bridge Locations
11.2022 - 09.2025
- Analyze reports to boost store performance, enhancing customer satisfaction.
- Lead a team of 8+, optimizing staffing and scheduling for efficiency.
- Enhanced store operations by analyzing performance metrics, leading to improved efficiency and significantly elevated customer satisfaction.
- Implemented training programs for team members on loss prevention strategies, resulting in noticeable reductions in shrinkage and enhanced store security.
- Maintained optimal staffing levels through efficient scheduling, ensuring peak performance during high-traffic periods and enhancing the customer experience.
Call Center Supervisor
United Way 211
02.2020 - 10.2022
- Supervised staff, managed schedules, coordinated meetings, enhanced RentHelpMN outreach.
- Facilitated document acquisition, resolved tech issues, improved applicant satisfaction.
- Trained employees, addressed inquiries, tracked metrics, connected applicants to resources.
- Developed efficient schedules, streamlined operations, improved productivity, reduced wait times.
- Built partnerships with officials, increased engagement, expanded resource access.
Customer Services Representative
Rose International
09.2018 - 12.2019
- Resolved guest issues efficiently, enhancing satisfaction and loyalty.
- Handled escalated complaints, improving resolution time.
- Utilized multiple systems to provide accurate information.
- Collaborated with team to ensure seamless guest interactions.
- Delivered exceptional customer service by actively listening to guest concerns, ensuring swift resolutions and fostering a positive experience.
Education
Bachelor of Science - Social Work
Hennepin Technical College
Minneapolis, MN07.2026
High School Diploma - undefined
Cooper High School
Robbinsdale, MN06.2015
Skills
- Customer Service (Expert), Team Management (Expert), Microsoft Office (Expert), Problem Solving (Expert), Cash Handling, Training, Scheduling, Leadership, Communication, Operations Management
Timeline
Connection Center Associate
Hennepin Healthcare
09.2025 - Current
Retail Store Manager
Bridge Locations
11.2022 - 09.2025
Call Center Supervisor
United Way 211
02.2020 - 10.2022
Customer Services Representative
Rose International
09.2018 - 12.2019
High School Diploma - undefined
Cooper High School
Bachelor of Science - Social Work
Hennepin Technical College