Summary
Overview
Work History
Education
Skills
Certification
Core Competencies
References
Timeline
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Tonya Smith

Tonya Smith

SHARPSBURGH,GA

Summary

Dynamic technical support professional with a proven track record at Salesloft, excelling in instructional design and mentoring. Expert in troubleshooting VoIP systems and enhancing customer satisfaction through innovative training programs. Passionate about continuous improvement and cross-functional collaboration, consistently exceeding performance goals while fostering a culture of learning and development.

Overview

12
12
years of professional experience
1
1
Certification

Work History

TIER 1 SR. TECHNICAL SUPPORT AGENT

Salesloft
Atlanta, GA
08.2017 - Current
  • Lead internal training sessions for new and existing team members on the Salesloft dialer, ensuring proficiency in its features and optimal utilization.
  • Mentor and onboard new agents, providing hands-on coaching and guidance to accelerate their ramp-up time.
  • Consistently maintain a CSAT score at or above goal for an extended period by providing an exceptional customer service experience and expert troubleshooting.
  • Collaborate with the EMEA Tier 1 support team to lead training initiatives and improve support processes.
  • Actively contribute to business targets by consistently exceeding monthly ticket resolution goals and seeking out opportunities beyond core requirements.

HELP DESK ANALYST & NEW HIRE TRAINER

Appetize - Currently known as Spot On
Los Angeles, CA
03.2018 - 05.2021
  • Designed and delivered a comprehensive onboarding program for over 150 remote users, including building cloud back office systems and provisioning ELO and Apple POS devices.
  • Developed and communicated standard operating procedures (SOPs) to a team of 14, and contributed to the creation and management of the company's knowledge base (KB) help center.
  • Authored and recorded video instructions to support remote students, enabling large-scale employee training.
  • Utilized instructional strategies, such as role-playing and simulations, to immerse students in real-world scenarios and evaluate learning comprehension.
  • Exceeded client expectations by expeditiously investigating and resolving technical issues, applying special knowledge to ensure seamless transitions for new releases and upgrades.

CUSTOMER SERVICE MANAGER

Platform28-VOIP Provider for State of GA
Atlanta, GA
11.2016 - 05.2018
  • Spearheaded the development and improvement of support procedures, policies, and standards, collaborating with the VP of Customer Support to set and achieve clear goals.
  • Managed customer accounts and resolved technical issues by studying products, understanding requirements, and providing appropriate solutions.
  • Analyzed statistics and compiled accurate reports to inform leadership on performance and drive continuous improvement.
  • Participated in quality assurance testing for new products and features, ensuring a smooth customer experience.

QUALITY ANALYST - TECHNICAL SUPPORT

Vonage Business
Atlanta, GA
07.2015 - 10.2016
  • Conducted weekly audits of QA evaluations to ensure consistency with company guidelines and provided valuable, constructive feedback to leadership for agent performance improvement.
  • Analyzed agent behaviors using tools like Nexidia Speech Analytics and InMoment Customer Satisfaction Survey Dashboard to identify insights that impacted key metrics like First Call Resolution and Customer Satisfaction.
  • Supported ongoing process improvement and new product implementations with QA support, based on call listening and evaluation models.

TECHNICAL SUPPORT II & III

Vonage Business
Atlanta, GA
05.2013 - 07.2015
  • Troubleshot and configured Cisco and other leading VoIP SIP phone systems, including complex firewall and router settings for high-end enterprise equipment.
  • Utilized LINUX script commands and network analysis tools like Ngrep and Wireshark to monitor SIP/RTP/UDP protocols and capture packets, diagnosing call flow and termination issues.
  • Created a forklift safety program for WCCI, including a comprehensive booklet and PowerPoint presentation, which was later requested by a university for use in their courses.
  • Contributed to the development of the technical training outline for Microsoft software suite and PC hardware repair for kids and adults.

Education

ASSOCIATE OF IT & ARTS - INFORMATION SYSTEMS

University of Phoenix
Atlanta, GA
01.2003

Skills

  • Instructional Design
  • Technical Training Program Development
  • Adult Learning Theory
  • New Hire Onboarding
  • Continuous Learning Initiatives
  • Role-Playing
  • Simulations
  • Video Instruction
  • Salesloft
  • Zendesk
  • Salesforce
  • Microsoft Office Suite
  • Apple OS
  • Windows OS
  • Cisco IOS
  • POS Systems
  • Twilio Console
  • Wireshark
  • Putty
  • Ngrep
  • Cross-Functional Collaboration
  • Project Management
  • Mentoring
  • Coaching
  • Process Improvement
  • Public Speaking
  • Influential Communication
  • Data Analysis & Reporting
  • VoIP (SIP, RTP, UDP)
  • Network Troubleshooting (TCP/IP, VLAN, DNS, DHCP)
  • Hardware/Software Installation & Repair
  • PC/Server/Network Configuration
  • Firewall/Router Settings

Certification

  • MS Trainer Certification - MS Office Programs/OS
  • Train the Trainer Program, 2000

Core Competencies

Instructional Design, Technical Training Program Development, Adult Learning Theory, New Hire Onboarding, Continuous Learning Initiatives, Role-Playing, Simulations, Video Instruction, Salesloft, Zendesk, Salesforce, Microsoft Office Suite, Apple OS, Windows OS, Cisco IOS, POS Systems, Twilio Console, Wireshark, Putty, Ngrep, Cross-Functional Collaboration, Project Management, Mentoring, Coaching, Process Improvement, Public Speaking, Influential Communication, Data Analysis & Reporting, VoIP (SIP, RTP, UDP), Network Troubleshooting (TCP/IP, VLAN, DNS, DHCP), Hardware/Software Installation & Repair, PC/Server/Network Configuration, Firewall/Router Settings

References

References available upon request.

Timeline

HELP DESK ANALYST & NEW HIRE TRAINER

Appetize - Currently known as Spot On
03.2018 - 05.2021

TIER 1 SR. TECHNICAL SUPPORT AGENT

Salesloft
08.2017 - Current

CUSTOMER SERVICE MANAGER

Platform28-VOIP Provider for State of GA
11.2016 - 05.2018

QUALITY ANALYST - TECHNICAL SUPPORT

Vonage Business
07.2015 - 10.2016

TECHNICAL SUPPORT II & III

Vonage Business
05.2013 - 07.2015

ASSOCIATE OF IT & ARTS - INFORMATION SYSTEMS

University of Phoenix

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