sonya connor

system specialist

About

I am very detailed oriented, organized and highly analytical and focused on achieving a high standard of accuracy utilizing 6 Sigma methodology. I am able to combine many years of Customer Service skills with my wide knowledge of service tools and systems to achieve the highest level of results in all of my projects. I stay current with technology and tools and am focused on achieving a balance of what is in the best interest of the Customer while managing Company resources efficiently.

Country

united states

City

aliso viejo

Industry

telecommunications

Skill

training, telecommunications, management, project management, microsoft office, customer service, troubleshooting, analysis, leadership, integration, ibooks author

Experience

system specialist

assistant trainer and lead and central reservations control

alaska airlines

1998-1 - 2003-7 · 5 yrs 7 mos

Monitored and coached employees. Taught workshops. Key Facilitator for the Emergency Response training. Assisted with New Hire Training classes and opening of new center. Airport and Call Center Lead overseeing the flight boarding process. Key Facilitator for Emergency Response training. Care Team member to suporrt the Family Assistance program. Handled service changes at the Help Center. Central Reservations Control updated employee profiles, edited flight informations, processed information for employee compliance.

system specialist - it quality assurance

verizon wireless

2016-5 - Present · 10 yrs 5 mos

system analyst

verizon wireless

2003-10 - Present · 23 yrs

Primary duties include utilizing Speech Analytics to understand what changes could be made to reduce the Call in Rate by proactively identifying business trends and leveraging expertise of the business to make recommendations for process improvements.