Tonya Williams Davis
WACO,TX
Summary
Goal-oriented, hardworking and passionate about work to eagerly achieve company goals with distinguished experience and proven leadership abilities. Expert in increasing customer satisfaction.
Overview
18
18
years of professional experience
Work History
Phone Support Coordinator
Texas Farm Bureau
Waco, Texas
01.2018 - Current
- Schedule available resources to ensure timely completion of assigned work
- Perform periodic audits of work requests as measure of quality control
- Provide recommendations for improvements to procedures that ensure security of programs, data and/or facilities
- Manage multiple projects and requests simultaneously
- Assist with Information System department budget process
- Assist with presentations regarding new projects and procedures
- Provide after-hours problem resolution as required
- Responsible for coordination and support of company owned phone equipment and software.
Director of Telephone Services
Texas Farm Bureau
Waco, Texas
06.2012 - 01.2018
- Performed day to day operational task for telecommunications for TFB; maintained maintenance agreements, hardware, and software contracts
- Responsible for acquisition, implementation, and administration of all voice systems for TFB
- Manage Call Center Software and aid in day-to-day Call Center operation, overseeing switchboard operators for TFB
- Installed and managed VOIP phone systems for TFB; responsible for troubleshooting and updating phone system.
- Worked with customers to understand needs and provide excellent service
- Developed and maintained courteous and effective working relationships
Administrative Assistant
Texas Farm Bureau
Waco, Texas
05.2004 - 05.2012
- Provide administrative assistance for Director of Administration and Telephone Services Director and CEO as needed
- Maintain telephone cost accounting system for former Director of Telephone Services
- Generated reports in Word, Excel, and PowerPoint
- Interacted with vendors to purchase and set up equipment and services
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding
- Offered technical support and troubleshot issues to enhance office productivity
Education
MBA - Business Administration and Management
University of Phoenix
Tempe, AZ08.2016
Bachelor of Science - Business
University of Phoenix
09.2011
High School Diploma -
David W. Carter
Dallas, TX05.1987
Skills
- Technical Support
- Customer service understanding
- Documentation and control
- Business administration
- Policy and procedure modification
- Quality assurance
- Workflow planning
- Team Building
- Training and mentoring
- Document management
- Staff Management
Timeline
Phone Support Coordinator
Texas Farm Bureau
01.2018 - Current
Director of Telephone Services
Texas Farm Bureau
06.2012 - 01.2018
Administrative Assistant
Texas Farm Bureau
05.2004 - 05.2012
MBA - Business Administration and Management
University of Phoenix
Bachelor of Science - Business
University of Phoenix
High School Diploma -
David W. Carter
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