Sonya Spears
Hoover,Alabama
Summary
Twelve years of experience with information technology and retail client services. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Senior Customer Support Analyst
Arise Virtual Solutions
Atlanta, GA
10.2009 - Current
- Managed approximately 100 employees providing customer support services to Sears, Craftsman, Kmart, AT&T, and Intuit TurboTax and QuickBooks.
- Supervised customer support services generating $5000 in sales per shift for Sears, Craftsman, Kmart, Intuit TurboTax and QuickBooks,
- Supervised customer support services generating $9500/ shift for Intuit, TurboTax and QuickBooks.
- Met sales, response time and customer satisfaction benchmarks 100% consistently.
- Resolved approximately 4400 customer problems with delivery, software applications, and technical support while providing customer service and resolving billing issues for Intuit and other affiliated sites.
- Performed various executive secretarial and administrative responsibilities as required by daily operations for Sears, Craftsman, Kmart, AT&T, and Intuit TurboTax and QuickBooks.
- Responded independently to communications both verbal and written from customers and customer support services; ability to select from multiple procedures and methods to accomplish tasks and apply organizational policies.
- Coordinated virtual meetings, activities and schedules, and recommended policies, procedures, software applications and systems.
- Detected technical anomalies relating to software and Internet services.
- Monitored and evaluated communications between customers and customer support services including telephone calls, email messages and Internet chats; assisted customers and customer support services using independent judgment to identify messages that required priority attention while prioritizing and facilitating communication.
- Managed high-priority cases effectively, ensuring swift resolution of critical incidents that could impact business continuity or reputation.
- Served as escalation point for complex technical issues requiring advanced expertise or senior-level input.
- Led regular team meetings to discuss ongoing cases, share best practices, and foster collaborative work environment focused on continuous learning and growth.
- Streamlined communication channels between departments for quicker resolution of interdepartmental queries affecting client accounts.
- Worked closely with product development teams to provide valuable feedback from customers, driving continuous improvement efforts.
- Streamlined communication channels between departments for quicker resolution of interdepartmental queries affecting client accounts
- Developed custom reports for management detailing key support metrics, trends, and areas of improvement
- Mentored junior support analysts, resulting in increased efficiency and elevated overall team performance
Business Analyst
The Berkeley Group
02.2007 - 10.2012
- Contributed to development of consolidated HR website for Cox Communications.
- Executed web-based QA test scripts and created results logs.
- Analyzed and reconciled data between test and production environments.
- Created final test disposition and overall results report.
- Maintained test results in Mercury Test Director.
- Lead requirements gathering process.
- Published requirements for Knowledge Manager to various organization members.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Collaborated with stakeholders to define project objectives and criteria.
- Increased efficiency in resource allocation by conducting detailed business requirements analysis.
- Performed gap analysis to identify areas of improvement.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards
- Interacted with internal customers to understand business needs and translate into requirements and project scope
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams
- Optimized workflow processes to enhance overall productivity and achieve operational excellence
- Increased efficiency in resource allocation by conducting detailed business requirements analysis
Administrative Assistant
The RSK Group LLC
Fayetteville, GA
02.2020 - 09.2023
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Executed record filing system to improve document organization and management.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Scheduled office meetings and client appointments for staff teams.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
Education
Associate of Science - Computer Information Systems
Herzing University
Atlanta, GA06.2013
Bachelor of Science - Information Technology Management
Herzing University
Atlanta, GA06.2013
Bachelor of Science - Information Technology
Herzing University
Atlanta, GA06.2013
Master of Business Administration -
University of Phoenix
Atlanta, GA06.2015
Skills
- Salesforce Administration
- Requirements gathering
- Escalation Handling
- Conflict resolution
- Problem-solving
- Customer service excellence
- Teamwork and Collaboration
- Organizational Skills
- Technical Troubleshooting
- CRM Software
- Live chat support
- Quality Assurance
- Standard Operating Procedures
- Remote Support
- Call center experience
- Effective Communication
Timeline
Administrative Assistant
The RSK Group LLC
02.2020 - 09.2023
Senior Customer Support Analyst
Arise Virtual Solutions
10.2009 - Current
Business Analyst
The Berkeley Group
02.2007 - 10.2012
Associate of Science - Computer Information Systems
Herzing University
Bachelor of Science - Information Technology Management
Herzing University
Bachelor of Science - Information Technology
Herzing University
Master of Business Administration -
University of Phoenix
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