Open to opportunities

Sonyah K

@sonyahk

Message

I resolve complex customer and technical support issues at scale.

United States

Message

What I'm looking for

I'm looking for a customer or technical support role where I can resolve complex client issues, collaborate across teams, use data and CRM tools effectively, and deliver clear, empathetic service in a remote or hybrid environment.

I'm currently supporting 50–60+ inbound client inquiries daily at ARAG Legal Insurance, resolving member concerns and keeping cases moving with clear, empathetic action plans.

Previously, at Omnidian and Tesla, I investigated complex service and Powerwall performance issues, partnered with product experts, and communicated technical and account information clearly across inbound and outbound channels.

I've also coordinated installation scheduling at SolarCity, maintained accurate service records, and balanced customer expectations with timely operational delivery. I bring 10+ years of high-volume customer support experience using CRM, case-management, monitoring, and scheduling tools.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Arag Legal Insurance

Jul 2025 - Present (1 year 3 months)

Manages 50-60+ inbound client inquiries daily, collaborating with internal teams to resolve member concerns and develop clear action plans. Utilizes CRM platforms to retrieve, analyze, and document client data while prioritizing a high-volume caseload.

CRM Case Management Prioritization

Technical Support Specialist – Tier 2

Omnidian, Inc.

Aug 2022 - Oct 2024 (2 years 2 months)

Provided specialized client support by resolving complex service issues through inbound and outbound communication channels. Collaborated with cross-functional product experts to research, analyze, and resolve performance concerns, and developed structured action plans for clients.

Technical Support CRM Data Analysis Documentation

Powerwall Technical Support Specialist

Tesla, Inc.

Sep 2016 - Jul 2022 (5 years 10 months)

Delivered high-quality customer care in a fast-paced, client-facing support environment while meeting KPIs and performance metrics. Managed a diverse and time-sensitive caseload, communicated technical and account-related information clearly, and utilized CRM and internal systems to document cases and analyze trends.

CRM Technical Support Case Management Data Analysis

Installation Scheduler

SolarCity

Jun 2015 - Oct 2016 (1 year 4 months)

Coordinated installation scheduling and service logistics while managing competing priorities and customer expectations. Conducted outbound customer communications to confirm, reschedule, and clarify appointment timelines, and maintained accurate scheduling records.

Scheduling Logistics Operations Coordination