Sonia Evans Email & Phone Number

Tennessee, United States

Knoxville, Tennessee Area

• Proficient skills in complex problem solving including trouble shooting multiple issues to an identified root cause with focus on first-call resolution• Record customer information and inquiries, following prompts from a computerized system. • Research and identify trends in service/equipment problems and document process used to correct issues, report consistent problems to the escalation agent• Prepare work orders when required and ensures appropriate procedures are followed• Connect to dispatch to locate technicians to provide accurate time frame of tech arrival• Assist customers with providing resolution to complex service issues with equipment and technicians• Promote and sell services, enter and confirm sale • Subject Matter Expert assisting with: Floor support, New Hire support, and IChat escalations, and new hire agent job shadowing• Special Projects include: Docsis 3.1/Fiber deep Network Improvement, X1 co-Pilot, and Equipment update

Counsel customers/agents on underwriting eligibility and policy coverage and options Provide quotes and issue policies for existing lines/products.Resolve service related complaints and complex customer callsAssist in the handling of irate callers, and difficult billing scenariosAct as on-line systems expert to provide agent support

Assist the quality coaches by conducting side by sides, weekly coaching sessions, and evaluations for customer care specialistsProvide detailed synopsis to Supervisors regarding Specialist's progress

Resolve customer complaints Educate and explain and system functions to customersTrouble shoot and resolved operational issues with a variety of home security systems Maintenance of customer account information Schedule service appointments Research alarm log database

Assist the quality coaches by conducting side by sides, weekly coaching sessions, and evaluations for customer care specialistsProvide detailed synopsis to Supervisors regarding Specialist’s progress; Resolve customer complaints Educate and explain and system functions to customersTrouble shoot and resolved operational issues with a variety of home security systems Maintenance of customer account information Schedule service appointments Research alarm log database

Use Knowledge of Number Portability Processes to assist agents / customers with resolution of Wireless and Wire line telephone numbers that have problems accurately porting to other providers Handle escalated issues involving customer contactCreate training documentation Utilized the Remedy tracking system to notify the WNP Resolution Center of numbers that have not ported due to process errors Use of several online applications such as: TSI's Crossroads, WLNP GUI applications, and Syniverse applications to resolve issuesCreated training knowledge base for to assist with specialist resolution of porting issue

Assist in managing everyday operations of the Wireless number portability CenterEnsuring specialist's accountability and adherence as well as call volume by use of the Avaya call tracking system Approval and review of time sheets, making sure specialist's time worked was recorded daily and accuratelyProvided daily updates to team on policies and procedureCreated shift and support schedulesAssist in the associate hiring processDocumented and presentation of monthly project status reportsCreate detailed invoice informationIntermediary between IS departments to resolve system issuesUse of Cognos reporting tools to provide daily reports of porting trends.

Assist in managing everyday operations of the Wireless number portability CenterEnsuring specialist’s accountability and adherence as well as call volume by use of the Avaya call tracking system Approval and review of time sheets, making sure specialist’s time worked was recorded daily and accuratelyProvided daily updates to team on policies and procedureCreated shift and support schedulesAssist in the associate hiring processDocumented and presentation of monthly project status reportsCreate detailed invoice informationIntermediary between IS departments to resolve system issuesUse of Cognos reporting tools to provide daily reports of porting trends.; Use Knowledge of Number Portability Processes to assist agents / customers with resolution of Wireless and Wire line telephone numbers that have problems accurately porting to other providers Handle escalated issues involving customer contactCreate training documentation Utilized the Remedy tracking system to notify the WNP Resolution Center of numbers that have not ported due to process errors Use of several online applications such as: TSI’s Crossroads, WLNP GUI applications, and Syniverse applications to resolve issuesCreated training knowledge base for to assist with specialist resolution of porting issue

Troubleshoot and solve customer issues in Nortel, and Lucent systems and on other carriers networksUse of Remedy action request system to report system issueAnalyze reports and statistical information in engineering internet systems to find outages within the networkNavigate within the corporate engineering systems to find digital and analog maps that show coverage and tower locations. Work closely with sales representatives, and customer service representatives to resolve technical issues. Access and analyze data in the Glenayre voice mail systems to access and troubleshoot voicemail issuesTraining of all new hire staffEnsured all responsibilities of Tech Team Technician were fulfilled when out of office.Wireless Number Portability Process and Launch Team:Subject matter expert to analyze the effects, and functionality of porting and pooling on the existing systemCreated test case scenario's that relate to Number Portability and PoolingCreated training material for processes that had not been introducedWork with representatives from Information Services Support, Network Operations, US cellular corporate office, and other associates at the US Cellular call centers to ensure all processes are put into perspective. Help to create and communicate training information to other US Cellular tech team members across the US.Help Desk:Taking escalated calls from customers, assisting reps with any questions regarding customer accounts.Roamer Support Representative Troubleshoot calls from customers that experience issues while roaming in USCC marketsProblem solving, and troubleshooting in the appropriate switchesEscalated customer issues with cellular equipment using the remedy trouble ticket softwareTSI's visibility and crossroad software to see connectivity between different cellular networksExplained system functionality to customers Assisted with voicemail issues

Troubleshoot/analyze and solve customer issues in Nortel, and Lucent systems and on other carriers networks Use of Remedy action request system to report system issue Analyze reports and statistical information in engineering internet systems to find outages within the networkNavigate within the corporate engineering systems to find digital and analog maps that show coverage and tower locations. Work closely with sales representatives, and customer service representatives to resolve technical issues. Access and analyze data in the Glenayre voice mail systems to access and troubleshoot voicemail issuesDetermining representative roles for team members at the corporate office. Training of all new hire staff Ensured all responsibilities of Tech Team Technician were fulfilled when out of office.Wireless Number Portability Process and Launch Team:Subject matter expert to analyze the effects, and functionality of porting and pooling on the existing systemCreated test case scenario’s that relate to Number Portability and Pooling Created training material for processes that had not been introducedWork with representatives from Information Services Support, Network Operations, US cellular corporate office, and other associates at the US Cellular call centers to ensure all processes are put into perspective. Help to create and communicate training information to other US Cellular tech team members across the US.Help Desk:Taking escalated calls from customers, assisting reps with any questions regarding customer accounts.

Associate Of Applied Science, Electronics Engineering Technology

General Studies, General Studies