Sonja Smith
Wilmington,NC
Summary
A dynamic professional with a proven track record at eShowings, Inc., I excelled in enhancing customer satisfaction and streamlining operations. My expertise in customer service and staff development, coupled with a knack for problem-solving and innovation, significantly boosted team efficiency and performance. Skilled in both technical support and fostering positive client relationships, I consistently achieved and surpassed company goals.
Overview
8
8
years of professional experience
Work History
Assistant Manager, Customer Service
EShowings, Inc.
06.2013 - 12.2013
- Provided exceptional support to management, assisting in daily operations and decision-making processes.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Implemented new policies and procedures to enhance the overall customer experience while adhering to company guidelines.
- Reduced wait times for customers through efficient task delegation and resource allocation.
- Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
- Oversaw the onboarding process for new employees, providing comprehensive training materials and guidance throughout their initial weeks on the job.
- Fostered strong relationships between team members by facilitating open dialogue sessions where ideas could be freely exchanged without fear of judgment or criticism.
- Maintained high-quality standards with regular employee training and performance evaluations.
Senior Operator
EShowings, Inc.
01.2009 - 06.2013
- Led a team of operators, delegating tasks effectively and fostering a collaborative work environment.
- Developed strong relationships with both internal departments and external vendors/suppliers for better coordination and seamless operations.
- Optimized workflow by cross-training operators on multiple subsections of the software program, allowing for increased flexibility in personnel assignments as needed.
- Maintained accurate records of production data and generated reports for management review on a regular basis.
- Explained departmental procedures and assisted with task prioritization when mentoring new employees.
- Provided on-the-job training to newly hired workers and team members.
Technical Support Representative
West Corporation (sub for T-Mobile Wireless)
03.2006 - 03.2008
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Managed high levels of call flow and responded to technical support needs.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Provided remote support for customers, guiding them through the resolution process step by step.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Care Representative
West Corporation
01.2006 - 03.2006
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Education
Associate of Applied Science - Health Information Technology
Edgecombe Community College
Rocky Mount, NC05.2001
Skills
- Customer service expertise
- Staff training and development
- Innovation and creativity
- Performance tracking
- Problem-solving
- Excellent time management skills
- Verbal and written communication
- Decision-making
- Adherence to high customer service standards
- Deadline oriented
- Customer focused
- Meticulous attention to detail
Timeline
Assistant Manager, Customer Service
EShowings, Inc.
06.2013 - 12.2013
Senior Operator
EShowings, Inc.
01.2009 - 06.2013
Technical Support Representative
West Corporation (sub for T-Mobile Wireless)
03.2006 - 03.2008
Customer Care Representative
West Corporation
01.2006 - 03.2006
Associate of Applied Science - Health Information Technology
Edgecombe Community College
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