1. Tonya Butler
122 E Main Street #C | Elkton Maryland 21921 | 443-993-1060 | T866921980@outlook.com |
Professional Profile
Dedicated, resourceful and proactive customer service professional adept at managing projects
from concept to completion while driving tasks necessary to maintain operations and objectives.
Honest and enthusiastic with strong leadership and decision-making capabilities. Discreet and
diplomatic with the ability to build rapport, trust and communicate courteously at all levels, across
teams and business units. Experience includes partnering with senior and C-suite level Customer
Service, Insurance, Marketing and Trust Administrator leaders. Experience with Donor Advised
funds, Pooled Income funds, public speaking, senior and mid-level dynamics and critical
communications.
Professional Experience
WILMINGTON TRUST N.A | Wilmington, DE 10/15-Present
Gift Trust Administrator
 Set up new accounts for Donor Advised and Pooled Income Funds.
 Processing of grant recommendation for 501c3 organizations.
 Verified supporting organizations documents (IRS letter of determination or current 990, By-
Laws, Control memo, address verification and Board of Directors list).
 Organization research with GuideStar, IRS, Google, Charity Navigator
 Set up online access for donor fund accounts.
 Processed all maintenance requests.
 Handled Power of Attorney’s as they pertained to individual funds.
 Set up successor donor advisor, income beneficiaries, account distributions, charitable
organization endowments, and irrevocable endowments as successors.
 Established ACH for all Pooled income beneficiaries.
 Processed and mailed charity checks and letters.
 Prepared tax documents (K1s/Contribution letters).
 Logged and monitored transferred gifts of tradable securities (stock), mutual funds, and
cash contributions.
 Inbound and outbound calls, approximately 30-40 calls per day on average.
 Stop and reissue of lost grant checks.
 Scanning
 Multi-tasking and prioritizing skills
 Handling of confidential and secured documents on a daily basis.
 Maintain grant and maintenance logs daily.
 Build profiles for donors, financial advisors, and charities.
 Print, mail or email of quarterly trails and donor statements.
 Strong analytical skills

2. SUBURBAN WASTE SERVICES | Wilmington, DE 10/2013 – 07/2015
Client Relations Specialist
 Handled Residential and Commercial waste services
 Billing, collections, payments
 Arrange new business contracts
 Set up contracts and scheduled service for special events and fundraisers
 Handled all special service request for residential clients(curbside custodian, dumpster rentals)
 Input all service contracts, maintained customer relations, established new accounts while
maintaining the rapport with existing clientele.
 Handled customer concerns, escalated complaints
 Maintained daily call logs (questions, concerns, sales, special request, missed routes)
 Dispatching drivers to routes due to missed items, special request, Hazmat spill clean ups
 Work with sales manager to maintain and input all sales contracts, payments, dumpster
information and scheduling.
 Handled inbound as well as follow up calls
 Created and maintained spreadsheets
 Worked with commercial contractors to maintain LEED specifications and submitted paperwork
to appropriate sources
 Provided quotes, discounts, and special services costs
 Provided specific information pertaining to our dumpsters, temporary and permanent
containers, and compactors.
 Maintained a professional interaction and superior customer relations.
 Sales
 Payment Processing and collections
 Maintained a high level of product and services knowledge
AAA MID-ATLANTIC/NCNU | Wilmington, DE 09/2009 – 03/2013
Customer Relations/Dispatcher
 Sales calls
 Member Service
 Customer billing/payment processing for new, existing, and renewal memberships
 Member/client retention
 Reconcile cash, check, and credit card payments
 Process daily reports
 Membership review, update and upgrade plans as needed
 Dispatch drivers to assist customers with motor vehicle problems
 Contact additional emergency services as needed through dedicated police, fire and EMS
hotlines
 GPS navigation
 Handle travel related inquiries

3. AAA, cont.
 Utilized D2000, receives roadside assistance request information from call center
 Decision making, prioritizing the most appropriate delivery methods of service
 Manage assigned calls to facilities and/or trucks
 Utilize multiple communication devices (Nextel direct connect, digital in truck units,
telephones, foot-pedal dispatch)
 Clear calls with appropriate codes
 Assure accurate payments to drivers based on services rendered
 Professional, clear communication skills
 Ability to work under extreme pressure with no room for error (emergency situations)
 Assure member safety
 Ability to work multiple screens at one time while talking on the phones.
 Handle high volumes of calls
 Customer Service
REACTION MANAGEMENT, INC. | Phoenix, AZ 07/2007 – 08/2009
Program Coordinator/Executive Assistant
 Assistant to President –Kathy Healy
 Responsible for executive travel arrangements
 Responsible to executive calendar
 Provided management services to V-Twin International, which included venue selection for
trade show, selecting vendors, completing all state and city building, fire permit
applications, working with local chamber of commerce to establish proper hotel
arrangements and selections, parking for vehicles, security selection, signage, agendas,
audio visual, travel arrangements for vendors and executives, activity planning, meals,
ground transfers, registration services, buying for and creating of the executive gift
packages, hiring of temporary staffing for the event, meeting and exceeding customer
expectations.
 Work with creative department to insure proper color structure and logo placement.
 Microsoft office
 Create/manage budgets for all travel staff
 Reconcile and prepare checks from invoices
 Booth registration and arrangement for trade show
 Attention to every detail of the event planning
 File creation and maintenance
 Supply ordering
 Prepare travel requisitions
 Audio visual presentations
 Hotel contracts and invoicing
 Acquire donation of services and goods for the event
Skills: MS Office, Outlook, SharePoint, FIMS database, Joshua (Trust Imaging System), Internet
Research, IRS verification software, MVR software, Billing, Customer Relations, Time-Management,
successfully retained donations and future donation commitments, report generating, winning over
the opposition, generating referrals, creating new client packets, creative brainstorming, generating
responses, establishing rapport, provide professional and knowledgeable responses to donor and
financial advisor questions and concerns on product and production matters, understands what
appeals to my clients, and setting clear expectations for myself while working in a fast-pace
environment when accuracy is of the utmost importance, clear communication skills with mid and
executive level managers, leadership, basic accounting and financial reporting, travel arrangement,
budgets, vendor contracts.

4. MISC:
 Volunteered at Habitat for Humanity, Radiant Church Summer Youth Camp
 Licensed in PA, DE, MD and WY (Insurance Products Sales)
Education & Training
Pennsylvania State University
 International Finance 06/82 – 08/83
McKeesport High School
 Business Studies 08/77 – 06/80
Training Completed:
 SkillPath: “Managing Multiple Projects, Objectives and Deadlines”
 Fred Pryor: “The Exceptional Assistant” and “Successful Communication Skills for Women”
 Stephen R. Covey: “The 7 Habits of Highly Successful People”