Sonya Holmes
Cable ONE
Cleveland,MS
1
Certification
31
Years of experience
Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Work History
Lead Customer Care and Sales Advisor
1 Year 4 Months- Advised Customer Care and Sales Advisors on internet, TV, and phone packages using needs-based sales conversations to assist customers.
- Advised Customer Care and Sales Advisors on how to process new service orders, transfers, and account changes with accurate data entry.
- Advised Customer Care and Sales Advisors on how to explain billing details, promotions, and service features to resolve customer questions.
- Advised Customer Care and Sales Advisors on how to recommend bundling options to improve retention and support household connectivity needs.
- Advised Customer Care and Sales Advisors on how to enter mobile sale orders.
- Work varies reports on Excel spreadsheets.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Contributed to team objectives in a fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and the community to promote long-term business growth.
Customer Care Specialist II
25 Years 3 Months- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Guided customers to appropriate departments, ensuring timely resolution of issues.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated records.
- Scheduled technician repair appointments at customer request.
- Took ownership of customers' issues to follow problems through to resolution.
- Supported training of new employees by providing guidance and sharing best practices.
- Requested escalation for unresolved customer issues to ensure timely resolution.
Financial Analyst
4 Years 7 Months- Collected data and developed spreadsheets to identify trends, supporting revenue, profitability, and expense forecasts.
- Utilized financial technology to generate reports and provide actionable recommendations to upper management.
- Generated reports on portfolio performance and conducted risk assessments to inform investment decisions.
Education
Certificate - Business Communication
High School Diploma
Skills
Customer Service Excellence
Sales Techniques
Problem Resolution
Inquiry response
Payment transactions
Microsoft Office
Detail orientation
Team Collaboration
Conflict resolution
Certification
- Coaching Bay Training - August 30, 2022
- Customer Care Specialist II, Cable One - Since July 9, 2001
Timeline
Lead Customer Care and Sales Advisor
Cable One-Sparklight
07.2025 - 11.2026Read More
Customer Care Specialist II
Cable ONE
07.2001 - CurrentRead More
Financial Analyst
Anicom
01.1996 - 08.2000Read More
Lindblom Technical High School
High School Diploma
Read More
Illinois School of Commerce
Certificate from Business Communication
Read More
Interests: Cooking and traveling
On occasions I cook for my church and I have catered a wedding before. I have traveled to Hawaii, Jamaica, Dominican Republic and varies places inside the United States. I also enjoy volunteering with my church.