Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sonya Harris

Houston,Texas

Summary

Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Supervisor

Progressive Insurance
01.2018 - Current
  • Supervise a staff of approximately 17-22 retention phone representatives, including employment decisions, performance management, compensation and reward planning, and employee development
  • Facilitated new and alumni training material
  • Provide employee coaching for phone representatives on proper call procedure
  • Adapt to frequent changes and communicated those verbally and in writing

Resolution Manager

AT&T
01.2009 - 01.2018
  • Supervised a staff of approximately 15-20 phone representatives, processors and/or coaches/ processing resource specialists including employment decisions, performance management, compensation and reward planning, and employee development
  • Progressed through a variety of positions including call center Supervisor and Trainer
  • Facilitated new training and alumni material
  • Employee coaching
  • Observed and coached agents on proper call procedure
  • Provided feedback to Managers to help with Manager-agent coaching
  • Adapted to frequent changes and communicated those verbally and in writing

Education

Bachelor of Arts - Industrial Psychology

Capella University
Minneapolis, MN
01.2017

Skills

  • Team Supervision
  • Performance Coaching
  • Employee Development
  • Skill Development
  • Team Motivation Strategies
  • Embracing Change
  • Problem Solving
  • Microsoft
  • Training and mentoring
  • Goal oriented
  • Staff management

Certification

Targeted Selection Certification

Property and Casualty License in 50 states

Timeline

Supervisor

Progressive Insurance
01.2018 - Current

Resolution Manager

AT&T
01.2009 - 01.2018

Bachelor of Arts - Industrial Psychology

Capella University
Sonya Harris