TONYA WILLIAMS
Dallas
Summary
Throughout my career, I have developed a reputation for being a problem-solver and effective communicator, with a keen eye for detail and the ability to work under pressure. Organized and motivated employee with superior customer-centric skills, seeking to join a company to help enhance customer solutions. I have over 5 years of experience in IT or technical support, where I am looking to further my experience in Customer and Product Advocacy. Dynamic professional possesses excellent communication and customer service skills. Builds good rapport with customers through positive engagement. Highly committed to providing outstanding product demonstrations.
Overview
9
9
years of professional experience
Work History
Product Advocate / Jira ITSM consultant / DevOPS specialist
Atlassian
03.2022 - Current
- Coordinated with vendors to procure necessary production materials
- Assisted in the development of new production techniques and strategies
- Developed and maintained effective relationships with vendors and suppliers
- Ensured all production activities were in compliance with safety regulations
- Participated in the development of new production processes and procedures
- Manage and respond to customer questions through our service request queue and over the phone
- Work across the business to make sure the customer is using the right team based on their needs, and support sales teams who need assistance answering their customer's product questions
- Support our top-attended product demos and assist with customer questions in real-time
- Uncover ways to improve the way we support our customers and seek out new and different ways to help increase satisfaction
- Connect with prospective customers via chat and meetings and directly impacting customer growth and success.
Hardware/Software Support
Peloton Interactive
10.2020 - 11.2021
- Support in hardware and software troubleshooting directly with Members by phone, live chat and email
- Resolve inquiries from our Members regarding our Bike, Tread, and App offerings
- Coordinate with all branches of our support teams to better understand and resolve Member inquiries
- Call/Chat/Email with Members and manage tickets through to completion.
Customer Software Training/ On-board / Implementation Specialist
Siteminder
04.2019 - 04.2020
- Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements
- Identify and communicate the most appropriate training requirements for each customer
- Deliver a high standard of customer training in English via telephone, Skype, face-to-face communication and any other avenues when necessary
- Clearly communicate support procedures to customers to ensure ongoing satisfaction with customer service
- Assume ownership of customer problems and seek to identify, respond and resolve any issues before they become a conflict, ensuring a satisfactory solution for both SiteMinder and the customer
- Manage daily case loads effectively, ensuring customers progress appropriately through the On-board life cycle in order to become a paying customer
- Regularly meet and/or exceed individual key performance indicators (KPIs) with cases appropriately prioritized
- Use of Nexus and Salesforce systems
- Works closely with On-line Travel Agents such as Expedia, Booking.com and Airbnb.
HCPS Administrative Coordinator
Humana Inc
11.2018 - 03.2019
- Provides non-clinical support for the policies and procedures ensuring best and most appropriate treatment, care or services for members
- Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
Client Application / Technical Support Specialist
ACTIVE Network LLC
04.2018 - 08.2018
- Maintained compliance with established and updated policies and procedures with minimal supervision
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts
- Leveraged tools, resources and company procedures to address and diagnose problems
- Communicated with customers to identify issues, walk them through solutions and initiate corrective actions to restore service and functionality
- Documented and updated case notes for each customer and work order
- Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals
- Multi tasked across systems and applications and resolved a broad range of technical issues
- Reviewed information regularly on websites and pages to ensure that it was accurate.
Underwriting Intake Specialist
New York Life Insurance Co
10.2016 - 03.2018
- Conducted health screenings to identify health issues in the community
- Retained policyholders during annual renewal period
- Promoted client retention through high-quality service and follow through
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Prepared necessary paperwork to process insurance sales and renewals
- Maintained a positive attitude and effectively de-escalated clients during crisis situations
- Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process
- Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
Licensed Benefit Advisor
Extend Health
03.2015 - 05.2016
- Provided beneficiaries with information about plan benefits and eligibility determinations
- Produced detailed reports and data models to help clients pick optimal plans
- Organized and verified enrollment and benefits documents
- Use consultative skills to assess the clients needs, determine the best insurance plan and assess appropriate eligibility Effectively communicate costs and benefits of Medicare insurance plans via the telephone.
Education
ServiceNow Systems Admin Certification -
Udemy - Online program
12.2023
Scrum Master Certification -
Udemy - Online program
12.2023
Certification - Network Engineering -
NexGent University
San Jose, CA12.2021
Web Developer Boot camp Certification -
Atlantis University
Miami, FL06.2020
Skills
- Life and Health Insurance / Underwriting Assistant - 3 years
- Salesforce - 5 years
- Microsoft Office - 10 years
- Mortgage Servicing - 3 years
- Onboarding and training 5 Years
- Customer Experience / Success
- Employee onboarding
- Customer relationship building
- Medical software
- Software installation and implementation
- Training and development - 4 years
- Computer proficient - 10 years
- Creative Problem Solving - 5 years
- Tax Preparation - 1 year
- Various software systems (Jira, BitBucket, Zendesk, Asana, Trello, Salesforce - 5 years
- Trace delinquent customers
- CRM software
- Technical training
- Manage customer accounts
- Project Management
- Active Listening
- Brand Awareness
- Product Demonstration
- Social Media Management
- Sales Techniques
- Technical Proficiency
- Customer Retention
- Persuasive Selling
- Product Education
- Consultative Sales
- Employee Development
- Product Recommendations
- Competitor Research
- Performance Monitoring
- Display Set up and Arrangement
Timeline
Product Advocate / Jira ITSM consultant / DevOPS specialist
Atlassian
03.2022 - Current
Hardware/Software Support
Peloton Interactive
10.2020 - 11.2021
Customer Software Training/ On-board / Implementation Specialist
Siteminder
04.2019 - 04.2020
HCPS Administrative Coordinator
Humana Inc
11.2018 - 03.2019
Client Application / Technical Support Specialist
ACTIVE Network LLC
04.2018 - 08.2018
Underwriting Intake Specialist
New York Life Insurance Co
10.2016 - 03.2018
Licensed Benefit Advisor
Extend Health
03.2015 - 05.2016
ServiceNow Systems Admin Certification -
Udemy - Online program
Scrum Master Certification -
Udemy - Online program
Certification - Network Engineering -
NexGent University
Web Developer Boot camp Certification -
Atlantis University
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