Telecommunications Support Coordinator - VOIP & PBX Expert

Tonya Williams Davis

Phone Support Coordinator Telecommunications Expert VOIP & PBX Specialist Customer Experience Advocate

Contact

Address: Waco, TX 76710

Phone: 254-***-****

️ Email: ***************@*****.***

Professional Summary

Telecommunications professional with over 20 years of experience in phone system administration, technical support, and customer service. Skilled in VOIP, PBX, and cloud-based systems, with a proven ability to manage complex workflows and deliver exceptional user experiences. Adept at contract negotiation, vendor management, and team leadership, ensuring cost-effective solutions and operational efficiency. Passionate about leveraging technology to improve communication systems and enhance customer satisfaction.

Core Skills

VOIP Systems (AVAYA, Cisco, Genesys, Cisco Finesse, Eleveo Contact Center)

PBX Administration

Technical Support & Troubleshooting

Vendor Management

Contract Negotiation

Business Administration

Workflow Planning

Training & Mentoring

Contact Center Support

Professional Experience

Texas Farm Bureau Insurance – Waco, TX

Phone Support Coordinator

Jan 2018 – Nov 2025

Served as primary point of contact for user inquiries and complaints via phone and email.

Resolved technical issues and escalated complex cases to ensure timely resolution.

Maintained accurate documentation and updated user records in internal systems.

Ensured compliance with quality standards and provided feedback to improve service delivery.

Collaborated with cross-functional teams for comprehensive support solutions.

Assisted in onboarding and training new support staff.

Specialized in VOIP, PBX, Teams Calling, AVAYA, Cisco, and Genesys Contact Center Systems.

Texas Farm Bureau – Waco, TX

Director of Telephone Services

Jun 2012 – Jan 2018

Directed telecommunications team operations, including training and performance evaluations.

Oversaw after-hours problem resolution and maintained system reliability.

Administered AVAYA PBX systems, voicemail, CTI hunt groups, and call flows.

Developed reports and procedures to enhance operational efficiency.

Managed all wired and wireless accounts for employees and negotiated all telephony contracts for cost savings.

Oversaw switchboard operations and ensured efficient call handling and system reliability.

Provided technical support for all telephony-related issues, ensuring timely resolution and system reliability.

Texas Farm Bureau – Waco, TX

Administrative Assistant

May 2004 – May 2012

Provided administrative support to senior leadership and department directors.

Maintained telephone cost accounting system and generated reports using Word, Excel, and PowerPoint.

Assisted Fleet Department, Switchboard, and Contact Center teams with operational and technical support.

Contributed to workflow management and issue resolution to enhance service quality.

Provided support to the Director of Telephone Services by managing and coordinating wired and wireless account activities for Texas Farm Bureau.

Education

MBA, Business Administration & Management – University of Phoenix, Tempe, AZ (2014 – 2016)

Bachelor of Science, Business – University of Phoenix, Tempe, AZ (2007 – 2011)

High School Diploma – David W. Carter, Dallas, TX (1984 – 1987)

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