SONYA WILLIAMS
Conyers,GA
Summary
Successful experience in customer service, people management and critical thinking. Contributions to success in human resource management. Strengths in leadership, coaching & development, business management, project management, wireless technology backed by on the job learning, certificate, undergraduate and graduate education.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Coach Technical Support
T-Mobile
Atlanta, GA
06.2012 - Current
- Interim department manager assignment and acting manager responsible for business operations
- Responsible for hiring and managing team of 13 Technical Specialists, employee development, performance management, team meetings, and coaching
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cross-functional partnering with management, sales, account teams, fix agencies internally and externally ensuring seamless communication and consistency
- Prepared training material and facilitated to employees
- Tracked KPIs and created continuous improvement plans.
Sr. Experience Champion |TOPs|
T-Mobile
03.2022 - 08.2022
- Career development stretch assignment supporting digital connecting frontline with HQ
- Responsible for digital marketing use case intake collaborating with digital partners using prioritization methods
- Provide program management expertise and agile methods, practices, and education Implemented process improvements
- Collaborate with business leaders to establish priorities based on business needs, resource capacity risk exposure
- Critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members
Business Customer Service Rep Lead
T-Mobile
Atlanta, GA
03.2011 - 06.2012
Technical Support Representative
T-Mobile
Atlanta, GA
08.2006 - 03.2011
Education
SAFe & UAGC
Skills
- Conflict Resolution
- Performance Management
- Project Management (Agile)
- Key Performance Indicators (KPIs)
- Employee Satisfaction
- Root Cause Analysis
- Strategic Planning
Certification
University of Arizona Global Campus
Chandler, AZ - Graduate 8/2022
Master's degree: Human Resource Management
Strayer University
Washington, DC- Graduate 12/2011
Bachelor's degree: Business Administration
Management, Marketing
Timeline
Sr. Experience Champion |TOPs|
T-Mobile
03.2022 - 08.2022
Coach Technical Support
T-Mobile
06.2012 - Current
Business Customer Service Rep Lead
T-Mobile
03.2011 - 06.2012
Technical Support Representative
T-Mobile
08.2006 - 03.2011
SAFe & UAGC
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