Sonya Bonds

Primary Contact: 901-***-**** **** Alta Road

Memphis TN. 38109

adzouc@r.postjobfree.com

Executive Summary

As an experienced leader, to seek broader responsibilities that will utilize and expand leadership skills, set and continue to provide reputable premium service in developing strategic working relationships.

Professional Experience:

Classroom Teacher 11/2022-present

Holmes Road Elementary

Highly proficient with motivating students with learning instructional material for classes assigned.

Accurately plans curriculum and prepares lessons and other instructional materials to meet individual needs of students within state and school requirements based on the educational, physical, and emotional levels of student development.

Collaborate with parents, administrative staff, specialists, mental health staff, and appropriate resource staff to develop educational programs for students.

Developed lesson plans based upon students learning capability based upon the students developmental stages of life and based upon classroom assessments every week.

Maintains accurate, complete and correct records as required by law, and district and administrative regulations.

Assists administration in implementing all policies, and rules governing student activities and conduct.

Executive Administrative Assistant 11/2021-11/2022

Ewing Moving Service, Inc

Provided overall, high-level administrative support by managing the CEO’s calendar, coordinating meetings, conference calls, travel arrangements, made payments of bills due with the company credit card and assisted with making sure the office was ran smoothly without errors. Helped to make sure that the organizational goals and objectives large and small were accomplished. Also assisted with professionally speaking to and building a repore with other company CEO’s; board members with other professional agencies such as Memphis in May; city officials; as well as customers and coworkers while utilitizing excellent time management skills to ensure the office was ran efficiently. Ability to effectively communicate both verbally and in writing without any grammatical errors consistently.

OnDemand Reservationist 5/2021-11/2021

Memphis Area Transit Authoriy

Scheduled and answered approximately 60 to 70 calls a day concerning related customer inquiries on general travel information for bus reservation, and fair information. Built relationships with MATA customers and provided exceptional customer service. Assisted with training new hired employees with the OnDemand software programs and local Memphis, TN maps.

Supervisor of Billing Customer Account Executive 5/2014-10/2019

Comcast Cable Communications

Provided management level assistance for customer escalated calls regarding billing and service issues. Exhibit customer focus by greeting customers on the phone, modeling a positive customer service spirit, exhibiting a friendly and helpful attitude with other customer care agents and leaders. Identified opportunities with the system used to measure the First Call Resolution KPI for the month of November in 2017 which resulted a 10% increase with the agents scorecard efficiencies for November. Provided daily, monthly and annually performance feedback to 15 agents. Identified the most effective empathy verbiage in the call center trends to maintain irate customer’s. In addition to assisting with call center food catering; provided and prepared call center emails; maintained call center calendar events and collaborated with the director of the call center. Taught and approved payroll for 10 to 15 agents daily. Coordinated recruiting, interviewing and training of new applicants in addition to becoming the top supervisor performing due to my recruiting skills. Assisted with opening and closing of the call center daily.

Provide leadership motivation and coaching daily to 10 to 15 Customer Care Agents on and off the phones.

Exhibit a strong interest in working with people.

Oriented with a willingness to follow through with projects, make informed decisions, completed tasks and strong problem solving skills .

Ability to effectively communicate both verbally and in writing.

Assume a leadership role in a supervisory capacity to 10 to 15 agents and had the highest performance met in the call center for 2 years.

Assisted with advising policies and procedures of Cigna insurance in addition to providing the rules of FMLA procedures to existing and new employees.

CommOPs Fulfillment: 5/2007-4/2014

Comcast Cable Communications

Monitor the flow of pending LSR's to ensure each order is reviewed and worked in a timely manner. Resolve fallout orders with ILEC's and CLEC's. Make customer contact on orders that needed to be resolved by the customer to ensure that each order is completed before the valid FOC (Firm Order Commitment) date. Provide informational and communicate effectively. Continue to build strong working relationships with other management teams and departments. Exhibit a friendly and helpful attitude with other IP Specialists in the Memphis and other Comcast Markets.

Over 15 years’ experience in Customer Service

Over 15 years’ experience in a Call Center Environment.

Over 2 years’ experience working as a lead in a Call Center Environment.

Over 5 years’ experience working with Telephony and other ILEC's and CLEC's providers.

Other experiences include: TPV (Third Party Verification) Fallout and Port Serviceability.

Interface with other systems:

ETS (Enterprise Telephony System)

Snap view

Order Path

Workbench

BTS

AT&T-U-Verse

Dispatcher 1/2001-2/2007

Comcast Cable Communications

Monitor, verify and pre-qualify customer for cable, internet and CDV service. Utilize the CADM in-house inner phase system by assisting customers with CDV orders. Effectively use various tools and systems to support call and ticket management. Assist with managing and routing technicians and collaborating with leadership to help avoid unnecessary truck rolls.

Run updates and reports to identify and communicate on-going problems to key personnel to guarantee customer installation.

Enter notation in the billing system.

Proactively identify service calls created by outage conditions

Pre-call customers 24-48 hours ahead to remind them of their appointment.

Cancel trouble calls through Outage verification or Pre-call conditions

Demonstrate a strong ability to analyze and solve problems

Demonstrate active listening skills to ensure mutual understanding and effective communication of information.

Operate 2 way radio and or phone.

Education:

ASHFORD UNIVERSITY

Business Organizational Management focus toward Global Business 2012

BETHEL UNIVERSITY

Bachelor’s of Science, Business Management

2010

GRAND CANYON UNIVERSITY 2023

Currently Enrolled Education in Elementary Education

Additional Skills and Certifications:

EXCEL INTERMEDIATE SOFTWARE TRAINING 2003

PEER COMMENDATION FOR OUTSTANDING SERVICE

CUSTOMER SERVICE APPRECIATION WEEK 2008

BEST ALL AROUND IN THE ORDER MANAGEMENT

GROUP 2009

COMCAST TEAM PLAYER FOR THE MONTH 2011

MEMBER OF SOCIETY FOR HUMAN RESOURCE MANAGEMENT

2014 AWESOME AWARD WINNER

VOLUTEERED AS TEST MONITOR AT CITY UNIVERSITY SCHOOL 2014

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