Toya O'Neal
Glendale,AZ
Summary
With 6+ years of experience across multiple industries, consistently improving customer satisfaction and operational performance. Expert in utilizing Salesforce, Zendesk, and the Microsoft Office Suite to effectively manage multi-channel customer support and streamline processes. Highly skilled in troubleshooting, driving team collaboration, and optimizing workflows to exceed key performance indicators and deliver high-quality service. Seeking opportunities to leverage technical skills and customer-centric approach to drive engagement and satisfaction in future roles.
Overview
7
7
years of professional experience
Work History
Retail Support Specialist
Safelite Auto Glass
02.2024 - Current
- Providing customer support and appointment setting service delivering high customer satisfaction, across Salesforce, internal Crm, email, and chat channels, ensuring smooth experience.
- Scheduling appointments providing customers options in time, date and location along with providing details of if other services required for specific vehicles.
- Verify insurance details and handle claims processing, reducing delays and enhancing customer trust.
- Implement process improvements for online service systems, enhancing user experience and reliability.
- Upsell protective glass treatments, contributing to revenue growth while maintaining high service standards and meeting kpi requirements.
Technical Support Engineer
SunPower Solar
07.2022 - 01.2024
- Engaged with onsite technicians and escalated customers for professional interactions.
- Provided remote technical support via Salesforce, Slack, Splunk and Outlook.
- Ensured timely follow-up on equipment replacement requests.
- Configured systems remotely to ensure system performance while accurately documenting to provide streamlined support across all teams.
- Collaborated with cross-functional teams to provide troubleshooting and reduce resolution times.
- Created a detailed knowledge base and documentation method, supporting team growth and process consistency.
Technical Support escalation Specialist
Rad Power Bikes
10.2021 - 08.2022
- Handled complex tech problems using various communication channels like Zendesk, Microsoft Office Suite, and Slack.
- Spearheaded weekly quality reviews, improving customer support standards and increasing KPI performance.
- Reduced average handling times and improved first-contact resolution rates by implementing new troubleshooting techniques for e-bike systems.
- Led project development efforts, fostering strong customer relationships and delivering consistent, empathetic communication.
Financial Aid Assistant
Arizona State University
09.2020 - 10.2021
- Evaluated and processed student aid eligibility, maintaining compliance and timely document management.
- Optimized database records and expedited urgent financial cases, improving response times and customer experience.
- Provided guidance on complex financial aid procedures, enhancing student and parent engagement.
- Streamlined processes for financial aid disbursement, improving overall efficiency and service quality.
Solar Sales Advisor
Sunrun Solar
07.2019 - 01.2020
- Managed client relationships and sales pipeline, using CRM tools (Salesforce) to track progress and optimize conversion rates.
- Used outbound call methods to accurately verify client eligibility to set appointments to see options in going solar.
- Streamlined project coordination with contractors, ensuring smooth installations and timely service delivery.
- Developed lead qualification strategies, building trust with clients and increasing engagement.
- Met and exceeded sales targets through strategic calling and CRM management.
Credit Card Services Representative
Conduent (Financial Department)
10.2018 - 12.2019
- Led teams that verified personal information to authorize access to account, analyzed transaction patterns to detect fraud, improving security protocols and reducing financial risks.
- Collected payments for current accounts as well as made outbound contact in efforts to collect on default credit card balances.
- Managed a team to streamline service processes to reduce call handling times while maintaining high customer satisfaction. Completing call quality management with excellent attention to detail to ensure customer satisfaction.
- Managed high-volume customer inquiries, ensuring accuracy and compliance in a fast-paced call center environment.
Customer Service Representative
Conduent
04.2018 - 10.2018
- Assisted customers with benefits programs and navigated multiple systems to ensure timely responses.
- Met SLA KPIs by maintaining high standards in documentation and customer service delivery.
- Delivered clear and accurate responses to complex customer inquiries, ensuring satisfaction and compliance.
Education
Associate Of General Studies -
University of Akron
Akron, OH01.2010
High School Diploma -
Garfield High School
Akron, OH06.2007
Skills
- CRM Tools: Salesforce
- Zendesk
- Microsoft Office Suite (Word, PowerPoint, Outlook, Excel)
- Slack
- Problem Solving
- Customer Retention
- Process Improvement
- Communication
- Data Analysis
- Time Management
Key Highlights
- Led process optimizations across various CRM systems, reducing resolution times and boosting customer satisfaction.
- Proficient in managing and resolving complex customer issues across email, chat, and voice channels.
- Demonstrated leadership by training and mentoring teams, improving overall team performance and consistency.
Certifications Courses
- First Aid Certification
- Fingerprint Clearance Card
- Certified Home Health Aide, 05/01/11, Present
- CNA, 05/01/11, Present
Timeline
Retail Support Specialist
Safelite Auto Glass
02.2024 - Current
Technical Support Engineer
SunPower Solar
07.2022 - 01.2024
Technical Support escalation Specialist
Rad Power Bikes
10.2021 - 08.2022
Financial Aid Assistant
Arizona State University
09.2020 - 10.2021
Solar Sales Advisor
Sunrun Solar
07.2019 - 01.2020
Credit Card Services Representative
Conduent (Financial Department)
10.2018 - 12.2019
Customer Service Representative
Conduent
04.2018 - 10.2018
High School Diploma -
Garfield High School
Associate Of General Studies -
University of Akron
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