Summary
Overview
Work History
Education
Skills
Certification
Timeline
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TONYA DAILEY

Houston

Summary

Customer Experience Evaluator with 10+ years of experience in process improvement and performance monitoring across healthcare, retail, and technical support. Skilled in analyzing support case data to surface recurring issues reducing ticket escalations by 30% and improving first-contact resolution by 15%. Collaborates cross-functionally to ensure support policies align with quality assurance standards, contributing to service delivery improvements that cut response times by 20%. Known for delivering precise, actionable feedback and applying detailed evaluation methods to maintain 98%+ customer satisfaction. Committed to fostering a high-performance support culture through continuous refinement and measurable impact.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Support/Data Analyst

The Dailey Agency
09.2023 - Current
  • Resolved 95%+ of customer inquiries on first contact using CRM and data support tools.
  • Delivered support via live chat, email, and phone, ensuring client needs were addressed with care and discretion in a remote environment.
  • Analyzed customer data trends to implement proactive service improvements and optimize workflows.
  • Created and maintained dynamic reports and dashboards using Tableau and Excel to enhance service efficiency by 20%.
  • Ensured 100% compliance with data security and HIPAA protocols through encrypted communication systems.
  • Proactively monitored client issues like delivery workflows to ensure prompt resolution.

Customer Experience Specialist

Maximus
11.2021 - 01.2023
  • Provided timely, accurate information and resolution during the COVID-19 pandemic, maintaining 95% customer satisfaction.
  • Contributed to the revision of QA rubrics to better reflect current support workflows and priorities.
  • Streamlined internal workflows and implemented process improvements that enhanced response times.
  • Tracked key performance indicators (KPIs) and developed reports to identify customer experience gaps and solutions.
  • Handled complex customer inquiries with empathy and urgency, balancing speed with a high-quality experience.

Optical Technician

Lenscrafters
03.2021 - 01.2022
  • Led training for new hires focused on technical support, customer interaction, and operational procedures.
  • Partnered with support leadership to refine onboarding materials and improve training completion rates by 25%.
  • Reviewed complex escalation cases to assess root causes and improve long-term resolutions.
  • Provided real-time feedback to support representatives, improving case handling consistency by 20%.
  • Identified recurring support issues, reducing repeat contacts by 20% through team-wide updates.

Optical Technician

Costco
06.2013 - 02.2021
  • Delivered outstanding client service, contributing to a 20% increase in customer retention.
  • Handled insurance verification and pre-certification efficiently, improving workflow effectiveness.
  • Tracked agent performance across KPIs, enabling individualized coaching and progress measurement.
  • Delivered structured feedback that increased agent performance scores by 18% in 6 months.
  • Audited 20+ support interactions weekly to assess service quality and policy alignment.
  • Analyzed patterns in support interactions, leading to cross-functional process improvements.

Education

Associates of Science - Cybersecurity

Houston Community College
Stafford, TX
01.2026

Skills

  • Customer Support Analysis
  • Quality Review Auditing
  • Performance Feedback Delivery
  • Coaching and Development Support
  • Support Case Evaluation
  • Problem Solving Assessment
  • Data-Driven Quality Insights
  • Performance Gap Identification
  • QA Policy Implementation
  • Support Metrics Tracking
  • Continuous Quality Monitoring
  • Stakeholder Feedback Reporting

Certification

  • HIPAA Certification, Houston Community College
  • Tableau Desktop Specialist Certification, Tableau
  • Facebook Digital Marketing Certification, Texas A&M



Timeline

Customer Support/Data Analyst

The Dailey Agency
09.2023 - Current

Customer Experience Specialist

Maximus
11.2021 - 01.2023

Optical Technician

Lenscrafters
03.2021 - 01.2022

Optical Technician

Costco
06.2013 - 02.2021

Associates of Science - Cybersecurity

Houston Community College

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TONYA DAILEY