Mona Tosaw
Austin,TX
Summary
Flexible client specialist works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
13
13
years of professional experience
Work History
CX Labs - Office of the President
AT&T Inc.
07.2024 - Current
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Validated user experience by conducting usability testing with end-users and incorporating feedback into subsequent iterations.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Enhanced company performance by implementing strategic plans.
Back Office ICU Technical Case Worker
AT&T Mobility
08.2020 - 07.2024
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
- Worked closely with network administrators and server engineers to deliver quality service.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
Customer Support Specialist - Live Chat
AT&T Mobility
08.2014 - 08.2020
- Served customer account and technical needs across 20+ daily chats, consistently meeting productivity and quality targets.
- Collaborated with test team to pilot new programs.
- Trained new team members on live chat procedures and customer service protocols.
- Assisted team leader with coaching and mentoring of new employees.
AT&T Customer Representative 1
AT&T Mobility
02.2012 - 08.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Bachelor of Arts - English
University of Texas At Austin
12.2011
Skills
- Integration Testing
- Complex Problem-Solving
- Call Center Operations
- Active Listening
Languages
Spanish
Elementary
Timeline
CX Labs - Office of the President
AT&T Inc.
07.2024 - Current
Back Office ICU Technical Case Worker
AT&T Mobility
08.2020 - 07.2024
Customer Support Specialist - Live Chat
AT&T Mobility
08.2014 - 08.2020
AT&T Customer Representative 1
AT&T Mobility
02.2012 - 08.2014
Bachelor of Arts - English
University of Texas At Austin
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