Tonia Roundtree
Philadelphia
Summary
Operations specialist with extensive experience in compliance and customer service. Known for analyzing workflows and implementing improvements that enhance performance and regulatory adherence. Actively seeking remote roles to leverage operational expertise for organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Bartender
Tio Juan's Margaritas
07.2023 - Current
- Deliver high-quality customer service in a fast-paced environment while managing multiple orders efficiently.
- Maintain inventory levels, restock supplies, and coordinate ordering needs.
- Handle transactions accurately and ensure a smooth customer experience.
- Prepared and served a variety of cocktails and beverages to customers.
- Maintained cleanliness of the bar area and equipment throughout shifts.
- Provided exceptional customer service to enhance guest experiences at the bar.
- Trained new bartenders on drink recipes and proper service techniques.
Compliance Analyst
Beacon Specialized Living
02.2022 - Current
- Analyze healthcare service delivery and documentation for compliance with CMS, payer, and state regulatory requirements.
- Conducted utilization and quality reviews, identifying trends and deficiencies to drive process improvement initiatives.
- Monitored program performance and ensured regulatory adherence across multiple residential healthcare locations.
- Perform root cause analyses and recommend corrective actions to improve compliance outcomes.
- Coordinate with interdisciplinary teams to resolve compliance issues and ensure timely implementation of corrective measures.
- Evaluate operational data and prepare reports used to support management decision-making.
- Develop and maintain reporting tools using Excel and EHR systems to track key performance indicators and compliance metrics.
- Assisted leadership with audits, investigations, and policy implementation to enhance regulatory readiness.
Manager / Barista
Safeway / Albertsons (Starbucks)
01.2021 - 01.2022
- Led daily operations for Starbucks within Safeway, ensuring smooth workflow.
- Managed daily operations for team of 10, delegating tasks to ensure smooth workflow and effective service during shifts.
- Coordinated team schedules and assignments, enhancing staff coverage to meet customer demand and operational goals.
- Oversaw inventory control and ordering, maintaining optimal stock levels to support service needs and minimize waste.
- Trained and onboarded new employees, improving team efficiency and consistency.
- Trained new employees on customer service standards and product knowledge.
- Provided excellent customer service and resolved issues quickly to maintain satisfaction.
Licensed Insurance Sales Representative (Medicare)
Teleperformance
08.2019 - 01.2021
- Assisted customers with selecting appropriate Medicare plans based on individual needs and eligibility.
- Maintained an active insurance license while ensuring compliance with federal and company regulations.
- Handled high-volume inbound and outbound calls, providing clear and accurate information.
- Built trust with customers by explaining complex plan details in an easy-to-understand way.
- Met performance metrics and sales goals while maintaining a high level of customer satisfaction.
- Reviewed policies and ensured adherence to regulatory requirements across company processes.
- Supported risk assessments and contributed to process improvements.
- Assisted with internal communications and documentation updates.
Senior Operations Representative
Merrill Lynch / Bank of America
04.2017 - 06.2019
- Coordinated high-volume asset transfers, ensuring accurate and timely processing of transactions to minimize delays.
- Collaborated with internal teams and external partners to resolve issues, maintaining service-level expectations and enhancing client satisfaction.
- Managed data entry and tracking, supporting streamlined workflow and operations to facilitate daily processes.
- Responded to client inquiries via phone and email, providing timely and professional support.
- Reviewed and processed customer transactions to maintain accuracy and security.
Administrative Assistant
Progasket Aerospace & Automotive
05.2013 - 08.2016
- Coordinated scheduling for executive meetings and company events, optimizing time management.
- Supported daily office operations including scheduling, correspondence, and document management.
- Acted as a point of contact for internal and external communication.
- Handled incoming communications, directing inquiries to appropriate departments.
- Maintained organized filing systems and contact lists.
- Prepared reports and presentations for management review sessions, aiding decision-making processes.
- Ensured accurate documentation for aerospace and automotive projects, supporting compliance efforts.
- Organized office supplies inventory and coordinated procurement with vendors.
Education
High School Diploma -
Ewing High School
Ewing, NJ06-2011
Bachelor of Arts - Liberal Arts (Degree in Progress)
Excelsior College
Albany, NY06-2026
Skills
- Client communication
- Customer Service Training
- Health & Safety Standards
- Inventory Management
- Workflow management
- Microsoft Excel
- Microsoft Office
- Outlook
- SharePoint
- Salesforce
Certification
- Google Project Management (Completed)
- Google IT Support (Completed)
- HR for People Managers (Completed)
- ServSafe & Food Handler Certified
Timeline
Bartender
Tio Juan's Margaritas
07.2023 - Current
Compliance Analyst
Beacon Specialized Living
02.2022 - Current
Manager / Barista
Safeway / Albertsons (Starbucks)
01.2021 - 01.2022
Licensed Insurance Sales Representative (Medicare)
Teleperformance
08.2019 - 01.2021
Senior Operations Representative
Merrill Lynch / Bank of America
04.2017 - 06.2019
Administrative Assistant
Progasket Aerospace & Automotive
05.2013 - 08.2016
High School Diploma -
Ewing High School
Bachelor of Arts - Liberal Arts (Degree in Progress)
Excelsior College