Customer Service Data Entry

SONYA G. TONEY

**** *. ********* *** • Glendale, AZ 85308

Phone: 414-***-**** • Email: *****.*****@*****.*** PROFESSIONAL SUMMARY

Customer-focused and detail-oriented professional with 15+ years of experience in client support, team leadership, and problem resolution in high-volume environments. Skilled in managing escalations, training staff, and streamlining processes to enhance customer satisfaction. Adept at adapting quickly to new technologies and delivering exceptional service in remote and fast-paced settings. CORE SKILLS

● Customer Service & Escalation Resolution

● Communication & Interpersonal Skills

● Data Entry & Documentation

● Microsoft Office & Google Workspace

● CRM & Ticketing Systems (Trapeze, Simpli)

● Leadership & Staff Training

● Scheduling & Dispatch Coordination

● High-Volume Call Management

● Recruiting & Onboarding

● Adaptability & Quick Learning

PROFESSIONAL EXPERIENCE

Brightside Benefit, Inc – Chandler, AZ

Customer Support Advocate Apr 2022 – May 2025

● Assisted employers in connecting employees with financial hardship resources.

● Delivered empathetic, solution-focused customer service to diverse client needs.

● Maintained accurate records while ensuring confidentiality of sensitive cases. First Transit – Milwaukee, WI

Reservation Supervisor / Service Coordinator / Scheduler / Dispatcher Jun 2007 – Jul 2021

● Supervised reservations department, mentored and trained new hires.

● Acted as liaison with Milwaukee County Transit Service for rider concerns and commendations.

● Scheduled, confirmed, and coordinated rides, ensuring accuracy and timeliness.

● Managed dispatch operations, monitored performance metrics, and edited driver manifests.

● Maintained Trapeze Workstation System data, including driver assignments and vehicle info.

● Generated operational reports such as Daily Close-Out, Cashier Summaries, and On-Time Performance.

EDUCATION

● Milwaukee Area Technical College – Milwaukee, WI 1990 - 1991

● Wisconsin Convention Cooperation – Milwaukee, WI 1987 - 1988

● Solomon Juneau High School – Milwaukee, WI 1981 - 1985 REFERENCES

Available upon request.