Toneshia A.

Toneshia A. is a seasoned professional with extensive experience in banking and customer service, currently serving as a Banking Controls Analyst in Governance at FirstBank since April 2021. In this role, Toneshia A. analyzes customer surveys and internal data to drive data-driven decisions, leading to significant improvements in customer experience metrics. Previously, Toneshia A. held the position of Contact Center Manager and Customer Service Representative at FirstBank, where strategic implementations resulted in increased productivity and effective training programs. Additional experience includes working at Apria and Sitel Group, where Toneshia A. consistently exceeded performance targets and demonstrated strong leadership in training and conflict resolution. Toneshia A. holds educational qualifications from Trevecca Nazarene University and Bethel University, alongside a diploma from Lexington High School.