SONYA MORRISON
Grand Prairie
Summary
Dynamic customer service professional with a proven track record at Centrinex, adept at problem-solving and maintaining meticulous records. Recognized for strong communication skills and the ability to thrive under pressure, consistently delivering exceptional service and fostering customer loyalty. Excel in fast-paced environments while leveraging technology to enhance efficiency.
Overview
15
15
years of professional experience
Work History
Member Service Specialist
Metrotex Association Of Realtors
08.2022 - Current
- Processing Membership applications, answering an average of 50 calls per day, and providing customer service to realtors as well as brokers and other associations.
- Handle high volume of inbound/outbound calls and emails, as well as working face to face with clients troubleshooting and resolving issues.
- Accounts Receivable including creating invoices, posting payments and processing applications and update.
- Update databases to ensure client information is accurate, complete and accessible.
- Build customer loyalty through personable conversation and product knowledge.
- Participate in membership weekly meetings to discuss improvement in membership processes.
CSR
ADT Security
11.2020 - 02.2022
- Answer an average of 150 calls per day by monitoring burglary and fire alarms. Contacting customers to address alarm issues, dispatching Police or Fire Department, as well as create service tickets for alarm systems.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Dispatched Police or Fire Department when an alarm is triggered.
- Maintained records of service tickets, and account changes.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Provided continuous monitoring of accounts, alarms, and trouble tickets.
CSR
Digital Room INC
03.2019 - 11.2020
- Answered an average of 40 calls per day by addressing customer inquiries, placing orders, solving problems and providing shipping/delivery information.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Communicated with art, production, shipping and special orders departments.
- Maintained records related to placing orders, payments, account/order changes.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Provided continuous monitoring of accounts, orders, and deliveries to ensure a mutually satisfactory resolution.
DISPATCHER
CMS Mechanical
12.2018 - 03.2019
- Answered an average of 25 calls per day by addressing customer inquiries, solving problems and providing dispatch information.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging dispatching center environment.
- Communicated with vendors regarding tow availability and special orders.
- Maintained records related to delivery and customer receipt.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Provided continuous monitoring of drivers that in the event of logistical problems to ensure a mutually satisfactory resolution.
CUSTOMER SERVICE RESPRESENTIVE II
Centrinex
06.2018 - 12.2018
- Worked in a busy call center environment handling high call volumes of about 300 to 400 incoming calls per day.
- Received inbound calls providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional and calm manner.
- Maintained up-to-date detailed records.
- Quickly and effectively solved customer challenges to include following up to ensure remediation.
- Identified, researched, and resolved customer issues using the computer system.
CUSTOMER SERVICE REPRESENTATIVE/EDQ SPECIALIST/HFQ SPECIALIST
Sprint
08.2010 - 02.2012
- Ability to effectively structure conversation to unveil the true needs of the customer and offer the right products and services. This resulted in increased customer loyalty and satisfaction.
- Maintained a strong knowledge of company's products, pricing plans, promotions, and service features.
- Assisted customers in understanding their monthly bill.
- Provided technical support for our products and devices.
- Provided efficient, courteous customer service and assisted in all aspects of product offerings and services.
- Understand customer's needs and help them discover how our products meet those needs.
- Educated and engaged customers through product demonstrations.
- Provided accurate and excellent customer service while servicing multiple types of accounts.
- Followed industry and company guidelines when performing transactions.
- Ensured that transactions were performed to the highest standard and accuracy.
- Cross-trained in multiple disciplines including cash management, transfers, and new accounts.
- Leveraged brand when marketing store and products.
- Coached, and developed new student hires by informing them of store protocols, procedures and how to better deal with customers.
- Asked open-ended questions to assess customers' needs.
- Problem solving skills to research and resolve billing discrepancies.
- Documented and tracked consumer trends and experience for monthly review.
Education
Associate Degree -
Tarrant County Community College
12.2025
Diploma -
F.L. Schlagle High School
01.1996
Skills
- Problem-solving orientation
- Strong communication
- Computer savvy
- Attention to detail
- Work well under pressure
- Excel at time management
- De-escalation tactics
- Proactive and self-managed
- Team winning attitude
Timeline
Member Service Specialist
Metrotex Association Of Realtors
08.2022 - Current
CSR
ADT Security
11.2020 - 02.2022
CSR
Digital Room INC
03.2019 - 11.2020
DISPATCHER
CMS Mechanical
12.2018 - 03.2019
CUSTOMER SERVICE RESPRESENTIVE II
Centrinex
06.2018 - 12.2018
CUSTOMER SERVICE REPRESENTATIVE/EDQ SPECIALIST/HFQ SPECIALIST
Sprint
08.2010 - 02.2012
Associate Degree -
Tarrant County Community College
Diploma -
F.L. Schlagle High School
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