Tonya Burrell
Forest Hill,TX
Summary
Reliable and adaptable customer service specialist with 5+ years of experience in high-volume call center operations, client support, and remote work environments. Adept at handling complex inequities with empathy and efficiency, while maintaining composure under pressure. Recognized for exceptional communication, keen attention to details, and a proactive approach to problem-solving. Proven success delivering outstanding service across diverse sectors including insurance, banking, retail, and technology. Seeking a remote role where I can contribute strong organizational skills and a customer-first mindset.
Overview
7
7
years of professional experience
Work History
Content Engineer/Data Analyst
Global Logic/Bravens
02.2023 - 06.2025
- Maintained 95% accuracy across 30,000+ annotated samples
- Processed and labeled 1,200+ data samples while meeting strictly deadlines
- Contributed to quality occurrence and workflow optimization in remote data operations
- Remote
Customer Retention Representative
Global Life/Addison Group
10.2021 - 05.2022
- Handled secure life insurance payments with precision and confidentiality
- Resolved billing inquires, improving customer retention and satisfaction metrics
- Provided empathetic support to policyholders navigating complex issues.
- Remote
Customer Service Agent
US Bank/Concentrix
09.2020 - 02.2021
- Processed replacement requests for lost or stolen bank cards
- Verified customer transactions and flagged potential fraud
- Coordinated with fraud department to ensure timely resolution
- Remote
Assistant Manager/Sales Associate
Family Dollar
04.2018 - 09.2020
- Floated between multiple store locations to support operations
- Performed stocking, cleaning, and cashier duties as needed
- Promoted to Assistant Manager for reliability and leadership potential
Education
Pharmacy Technician Diploma - undefined
Career Center of Texas
Fort Worth, TX05.2005
Skills
Technical Skills
Microsoft Office Suite: Word, Excel, PowerPoint
Data Entry with high accuracy and speed
Familiarity with CRM platforms and remote collaboration tools (eg, Zoom, Slack, Teams)
Communication & Service
Conflict resolution and de-escalation techniques
Active listening and empathetic communication
Strong oral and written communication skills
Customer retention and relationship-building strategies
Organizational Skills
Multitasking in fast-paced environments
Effective time management and prioritization
Detail-oriented with a focus on quality and accuracy
Team leadership and collaborative problem-solving
Timeline
Content Engineer/Data Analyst
Global Logic/Bravens
02.2023 - 06.2025
Customer Retention Representative
Global Life/Addison Group
10.2021 - 05.2022
Customer Service Agent
US Bank/Concentrix
09.2020 - 02.2021
Assistant Manager/Sales Associate
Family Dollar
04.2018 - 09.2020
Pharmacy Technician Diploma - undefined
Career Center of Texas