SONNAE BAYLOR
Las Vegas,NV
Summary
Detail-oriented telecommunications and customer service professional with a proven track record in troubleshooting complex technical issues and delivering exceptional Tier 2 and Tier 3 support. Recognized for outstanding organizational skills and the ability to thrive in fast-paced environments, consistently meeting tight deadlines while maintaining high-quality standards. A strategic thinker and results-driven achiever, adept at leveraging hands-on experience to drive success and enhance organizational performance. Committed to continuous learning and growth, eager to embrace new challenges and contribute positively to team objectives with unwavering enthusiasm and dedication.
Overview
17
17
years of professional experience
Work History
Operations Agent
MLB
01.2026 - Current
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
- Responded to customer inquiries, providing accurate information and effective solutions
- Monitored performance metrics, identifying areas for operational enhancements
- Assisted customers with inquiries, providing accurate information and support.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Collaborated with team members to enhance customer service strategies.
- Maintained product knowledge to address customer needs effectively.
- Implemented best practices for handling high-volume customer interactions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
Credit Card Specialist
USAA
06.2025 - 01.2026
- Assisted members with credit card inquiries and account management.
- Ensured compliance with regulatory guidelines and internal policies.
- Processed transactions and resolved billing discrepancies efficiently.
- Collaborated with cross-functional teams to enhance customer service processes.
- Educated members on product features, benefits, and responsible usage.
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
Technical Support Representative
Telus International/FedEx
05.2025 - 12.2025
- Guided customers through billing and support processes.
- Addressed customer requests with tailored solutions.
- Provided technical assistance and managed customer queries across various channels.
- Displayed expertise in effective communication and resolving customer issues.
- Navigated high call traffic to successfully resolve technical support problems.
- Established user accounts and allocated permissions.
School Administrative Assistant
LAUSD
02.2013 - 04.2025
- Develops and oversees clerical procedures in a school office to ensure timely preparation of reports and records.
- Manages budgeting, accidents, student grades, special programs, and time reporting.
- Conducted financial reporting and handled personnel matters using application software.
- Performs various clerical tasks, including filing, typing, and relaying messages.
- Responds to inquiries and directs them to appropriate administrative offices and public service agencies.
Apple Support Advisor
Teleperformance/Apple
10.2020 - 11.2021
- Enhanced customer satisfaction through effective problem-solving.
- Surpassed expectations through expert guidance and deep technological knowledge.
- Possessed strong aptitude for troubleshooting technological issues.
- Exhibited ability to communicate clearly and manage time effectively.
- Multitasked across multiple systems and applications to address complex technical challenges.
- Provided individualized, patient guidance through detailed solutions.
- Ensured outstanding customer satisfaction.
Resolution Coordinator I
Sykes/Walmart
10.2020 - 11.2021
- Executed work assignments and priorities using policies, data, and resources.
- Upheld integrity, ethics, and compliance standards in corporate social responsibility.
- Displays resilience when facing setbacks.
- Achieved outcomes by prioritizing customer needs and utilizing omni-channel merchant strategies.
- Considers multiple business elements, including data and customer insights, during the planning process.
Care Ambassador
DispatchHealth
10.2019 - 11.2020
- Coordinated patient transport logistics to ensure timely and efficient service delivery.
- Monitored real-time dispatch systems to optimize resource allocation and route planning.
- Communicated effectively with healthcare teams to relay critical information and updates.
- Maintained accurate records of dispatch activities to support operational audits and compliance.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Facilitated patient onboarding processes, ensuring smooth transitions and optimal experiences.
- Assisted in addressing patient inquiries, providing timely and accurate information about services.
- Coordinated with healthcare teams to streamline communication between patients and providers.
- Educated patients on treatment plans, enhancing understanding and compliance with care protocols.
- Supported patient feedback initiatives, identifying areas for service improvement based on insights gathered.
- Assisted in scheduling and coordinating patient appointments, ensuring timely access to care.
- Maintained accurate documentation of patient interactions for continuity of care and compliance purposes.
- Collaborated with multidisciplinary teams to streamline processes and improve patient satisfaction.
- Educated patients on services offered, promoting awareness of available healthcare options.
- Assisted in optimizing appointment scheduling processes, reducing wait times and increasing overall patient satisfaction levels.
- Served as an advocate for patient rights, addressing concerns about treatment plans or medical decisions with appropriate personnel when necessary.
- Aided in reducing hospital readmission rates by educating patients on proper self-care techniques postdischarge.
- Assisted in the recovery process for patients by aiding with mobility exercises and daily activities.
Lead Dispatcher
ADT Security Services
01.2013 - 04.2020
- Validated emergency alerts and initiated suitable responses.
- Handled incoming calls efficiently.
- Mastered understanding of diverse signals and their specific SOPs.
- Regularly fulfilled set productivity standards.
- Alerts customers to non-emergency signals.
- Communicated emergency alerts to responders after dispatch. Executed fundamental updates to customer account data.
- Coordinate signal handling across specific areas and TTY stations.
Medical Assistant
Diop Family Care
10.2009 - 11.2012
- Assisted in patient intake and documentation, ensuring accurate medical records.
- Supported physicians during examinations, maintaining a clean and organized environment.
- Administered medications and injections as directed by healthcare providers.
- Coordinated appointment scheduling, enhancing patient flow and efficiency.
- Educated patients on treatment plans and preventative care measures.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Education
Certificate of Technical Studies - Medical Assistance
UEI College
Huntington Park, CAAssociates Degree - Communications
El Camino Community College
Torrance, CASkills
Customer service
Organizational skills
MS Office
Data entry
Problem solving
Technical Support
Quality Assurance
Filing
Multitasking
Verbal and written communication
Call center operations
LAN/WAN
Operational efficiency
Scheduling coordination
Process documentation
Record keeping
Time management abilities
Written communication
First Aid/CPR
Software expertise
Languages
English
Native or Bilingual
German
Professional Working
Timeline
Operations Agent
MLB
01.2026 - Current
Credit Card Specialist
USAA
06.2025 - 01.2026
Technical Support Representative
Telus International/FedEx
05.2025 - 12.2025
Apple Support Advisor
Teleperformance/Apple
10.2020 - 11.2021
Resolution Coordinator I
Sykes/Walmart
10.2020 - 11.2021
Care Ambassador
DispatchHealth
10.2019 - 11.2020
School Administrative Assistant
LAUSD
02.2013 - 04.2025
Lead Dispatcher
ADT Security Services
01.2013 - 04.2020
Medical Assistant
Diop Family Care
10.2009 - 11.2012
Certificate of Technical Studies - Medical Assistance
UEI College
Associates Degree - Communications
El Camino Community College