Sonya Lee
Augusta
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
ConvergentUSA
09.2019 - Current
- Assist with Utility Billing Questions, Stop/Start Services, Assist with Collections to help resolve customer’s issues
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Sitel Corporation
11.2017 - 05.2019
- Executed daily operations of 200 or more calls from inbound customers about cable/internet service
- Troubleshoot equipment to help customers operate their business
- Schedule technicians when issue was not resolved via phone
- Add/Remove equipment upon customer request
Collections Specialist
Contract Callers Inc.
10.2016 - 09.2017
- Answer inbound calls/make outbound calls in regards debtors
- Help debtors set up payment arrangements for high balances owed
- Assist with payments using a secure capture system
- Schedule call backs to follow up on promise to pay a debt
- Request documents such as, itemize statements for debtors review
- Attempt to reach monthly commission
AR Representative
Medac, Inc.
07.2015 - 05.2016
- Checked claims status daily for various insurance carriers
- Worked patient accounts pertaining to confidential information
- Answer inbound patient account calls concerning bill statement status
- Remote scanned patient documents to cases
- Operated computer to process, store and retrieve patient health information
Healthcare Reimbursement Student Extern
Christ Community Health Services
10.2014 - 12.2014
- Accurately performed front desk duties including: patient check-in, check-outs;
- Scheduled lab work;
- Managed phone systems;
- Administered new patient paperwork;
- Entered patient demographic info;
- Set up payment plans as needed;
- Collected insurance payments and co-payments;
- Reconciled cash drawer daily
- Learned back office procedures for patient education
Administrative Assistant
Spherion Staffing Agency
07.2014 - 09.2014
- Processed payments electronically via banking system
- Retrieved mail from PO Box daily
- Greet Visitors and provided Welcome Packets
Administrative Assistant
Strategic Intelligent Group via Kelly Services
01.2013 - 05.2013
- Compiled, stored and retrieved management data, using computer
- Reports included time-and-attendance records, terminations, new hires, transfers, budget expenditures and statistical records of performance data
- Responsible for answering phone lines and transfer calls to different managers within the office
Customer Service Representative
Teleperformance USA
03.2010 - 06.2011
- Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments
- Reviewed insurance policy terms in order to determine whether a particular loss was covered by insurance
- Referred unresolved customer grievances to designated departments for further investigation
Customer Service Representative
Sears Commercial Sales
07.2007 - 11.2009
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments
- Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
Customer Service Representative
Sitel Corporation
10.2005 - 05.2007
- Executed daily operations of 200 or more calls from inbound customers about cell phone issues
- Kept records of customer interactions and transactions via data entry
- Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Processed electronic payments via phone
Medical Clerk
Humana Military Healthcare Services
05.2004 - 12.2004
- Compiled and maintained medical records of patients
- Reviewed medical records for the completeness of clinical data, such as diseases, operations, procedures and therapies
- Operated computer to process, store and retrieve health information
- Assisted medical record administrators with discharge dates
Customer Service Representative
Knology
06.2001 - 04.2002
- Successfully handled 200 or more inbound calls daily
- Estimated date of delivery to customers of phone, internet and cable installation
- Assisted inbound customer service calls with phone, internet, cable inquiries
- Assisted with electronic payments
Education
Associate of Science - Healthcare Reimbursement
Virginia College
Augusta, GA12.2014
Diploma - Medical Office Specialist
Kerr Business College
Augusta, GA04.2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
Timeline
Customer Service Representative
ConvergentUSA
09.2019 - Current
Customer Service Representative
Sitel Corporation
11.2017 - 05.2019
Collections Specialist
Contract Callers Inc.
10.2016 - 09.2017
AR Representative
Medac, Inc.
07.2015 - 05.2016
Healthcare Reimbursement Student Extern
Christ Community Health Services
10.2014 - 12.2014
Administrative Assistant
Spherion Staffing Agency
07.2014 - 09.2014
Administrative Assistant
Strategic Intelligent Group via Kelly Services
01.2013 - 05.2013
Customer Service Representative
Teleperformance USA
03.2010 - 06.2011
Customer Service Representative
Sears Commercial Sales
07.2007 - 11.2009
Customer Service Representative
Sitel Corporation
10.2005 - 05.2007
Medical Clerk
Humana Military Healthcare Services
05.2004 - 12.2004
Customer Service Representative
Knology
06.2001 - 04.2002
Diploma - Medical Office Specialist
Kerr Business College
Associate of Science - Healthcare Reimbursement
Virginia College
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