Sonya Smith
Mesa,AZ
Summary
Highly adaptable individual bringing 15 years of experience in customer service roles. Motivated professional willing to go the extra mile to meet customer needs. Great at relationship building, solid team player with positive attitude and skilled in establishing rapport with customers. Excellent leadership skills adapting to new situations and challenges to best enhance the organizational brand. Willingness to take on added responsibilities to meet team goals. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Service-Driver
Uber Technologies
Mesa, AZ - Arizona
04.2022 - Current
- Maintained productive and cooperative business-to-business partnership with Uber, Lyft, Door Dash, Grub Hub, & Uber Eats.
- Achieved and maintained 5-star status based on feedback from customers.
- Safely transported customers to various destinations in the metropolitan areas with friendly, professional and on-time service.
- Adapted to situational changes to best meet the needs of the customer.
- Maintained cleanliness of personal vehicle at all times.
- Drove vehicles safely, obeying traffic laws and transportation procedures to avoid accidents.
- Managed difficult customers and addressed their concerns or complaints.
- Engaged in kind and positive social interaction with customers on a per customer basis, providing a comfortable and caring environment for customers.
- Adhered to all company policies, procedures and safety standards.
Customer Service
PNC Bank
Mesa, Arizona
12.2022 - 06.2023
- Greeted customers and provided exceptional customer service.
- Developed strong relationships with clients through effective communication skills.
- Assist customers with transaction and balance inquiries
- Transfer available funds from personal accounts to other lines of credit
- Assist customers with dispute of unauthorized charges
- Open checking/savings accounts Process refunds in timely manner Open/close debit cards associated with accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled irate customers smoothly to achieve performance targets
- Collected deposits or payments and arranged for billing.
- Referred unresolved customer grievances to designated departments for further investigation.
Public Safety Records Clerk
Hennepin County Juvenile Detention
Minneapolis, MN
10.2017 - 10.2021
- Booking and releasing juvenile offenders following policy and court decisions Communicate with other criminal justice practitioners to ensure compliance with the admissions process
- Scheduled future court hearings for youth in custody & released per judges orders
- Experience using Microsoft Office, NCIC, MNCIS, POR, MGA, CSTS, Odyssey File Interview residents and contact legal guardians during the process to obtain demographic information
- Check for and upload outstanding warrants into various computer systems
- Accurately update information in databases using multiple monitors, applications, and systems for view
- Maintained 100% efficiency for large record volume of clients in organization's database
- Engaged in active listening with callers to confirm or clarify information and diffuse upset callers.
- Performed basic administrative duties by answering calls, taking messages, data entry, typing tasks and locating files upon request.
- Performed routine inventory checks and notified supervisors of needed materials and shortages.
- Scanned and uploaded documents into the database in accordance with established procedures.
Office Specialist II
Hennepin County Human Services
Minneapolis, MN
03.2017 - 10.2017
- Support three teams, Managed Health Care, Case Assignment and MN Sure Human Service Reps with office essentials such as copies, mailings and maintain databases
- Receive process and sort health care forms while entering participants into ECF database
- Restocked supplies and submitted purchase orders via APEX ensuring office supplies are inventoried and available for staff
- Managed data and correspondence to secure information across complex landscapes of organizational departments
- Developed presentations and generated reports to facilitate office operations
- Prepared bulk and regular/ interoffice mail and packages for shipment, pickup and courier services to expedite delivery.
Office Specialist II
Hennepin County Human Services
Minneapolis, MN
01.2013 - 03.2017
- Manage front desk providing direct face-to-face contact with participants of Little Earth programs
- Provide administrative support to child protection social workers
- Create, open, and assign workgroup cases to individual staff and close assess and case management files.Coordinate with other staff for special projects as assigned
- Maintain and update master database for Little Earth Program Collect compile, maintain, and enter client information into various databases using Word and Excel for weekly and monthly tracking of activities
- Communicate with other Hennepin County staff and contracted staff on various levels.
Education
Evidence-Based Practices Certification -
Metropolitan State University
01.2019
Bachelor of Science Criminal Justice -
Metropolitan State University
01.2018
Associates of Science Degree -
Minneapolis Community and Technical College
01.2015
Skills
- Great communication skills
- Database Management
- Evidence Based Practices
- Flexibility
- Interpersonal Communication
- Customer Service
- Schedules Coordination
- Account Management
- Call Documentation
- Customer Relationship Management (CRM)
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Administrative and Office Support
- Stocking and Replenishing
- Customer Service Excellence
- Teamwork and Collaboration
- Microsoft Office Expertise
- High-Energy Attitude
- Customer complaint resolution
Internship Volunteer
- Juvenile Supervision Center, 2017, 2018, Minneapolis, MN, Assist with detaining and providing youth ages 10-17, who were picked up on low level offenses, a safe place until parents come to pick them up.
- Metro ABE Center, 2016, Heights, MN, Tutor refugees and teenagers in basic reading, writing, math and computer skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service
PNC Bank
12.2022 - 06.2023
Customer Service-Driver
Uber Technologies
04.2022 - Current
Public Safety Records Clerk
Hennepin County Juvenile Detention
10.2017 - 10.2021
Office Specialist II
Hennepin County Human Services
03.2017 - 10.2017
Office Specialist II
Hennepin County Human Services
01.2013 - 03.2017
Evidence-Based Practices Certification -
Metropolitan State University
Bachelor of Science Criminal Justice -
Metropolitan State University
Associates of Science Degree -
Minneapolis Community and Technical College
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