OLIVIA SOROKA
Westland,USA
Summary
Communications professional with strong foundation in administrative support and organizational management. Known for enhancing internal communication and contributing to team success. Reliable and adaptable, with focus on achieving results and fostering team collaboration. Proficient in scheduling, correspondence, and document management.
Overview
5
5
years of professional experience
1
1
Certification
Education
Bachelor of Science - Organizational Management
Purdue University
West Lafayette, IN12-2025
High School Diploma -
Cousino High School
06-2012
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with a team of 10 in the development of enhancing onboarding.
- Supervised a team of 5 staff members.
Work History
IBQA
CVS Aetna
06.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Reviewed and processed prior authorization requests for medical services and procedures.
- Collaborated with healthcare providers to obtain necessary clinical information for approvals.
- Educated patients on coverage policies and authorization processes to enhance understanding.
Customer Support Specialist – Literacy & Engagement (Seasonal)
Beyond Basics
10.2024 - Current
- Improved session engagement by 28% by streamlining communication touchpoints and tailoring support based on individual student learning styles.
- Coordinated one-on-one virtual literacy sessions using Apricot CRM, ensuring consistent tracking of student progress and follow-up.
- Served as a primary liaison between students, parents, and staff, facilitating timely updates, reminders, and academic support.
- Maintained confidentiality and adherence to FERPA guidelines while handling sensitive student data in virtual settings.
- Delivered compassionate, responsive service during live sessions, quickly resolving issues related to scheduling, technology, or engagement.
Onboarding & Documentation Coordinator (Contract)
Workbox Staffing
06.2024 - 08.2024
- Reduced onboarding processing time by 35% by optimizing ID verification workflows and centralizing document tracking.
- Responded to 60–80 daily inquiries via phone and email, resolving candidate access issues and coordinating interview logistics.
- Conducted identity verification and ensured strict compliance with employment eligibility and confidentiality policies.
- Assisted new hires through each onboarding stage, providing clear instructions and follow-up communications to minimize delays.
- Maintained accurate records in internal systems and collaborated with HR teams to enhance the onboarding experience.
Senior Customer Experience Specialist (Contract)
Express Employment Professionals
06.2023 - 03.2024
- Boosted customer satisfaction score from 89% to 97% by focusing on proactive resolution and timely communication across all service channels.
- Managed large volumes of inbound calls, chats, and emails, prioritizing first-call resolution and empathetic engagement.
- Logged detailed case notes in Salesforce CRM, supporting seamless knowledge transfer and improved client history tracking.
- Partnered with the onboarding team to guide new customers through the initial service setup and troubleshoot common concerns.
- Analyzed service trends to recommend improvements, contributing to faster ticket resolution and increased service quality.
Customer Claims Advocate (Seasonal)
United States Postal Service
10.2022 - 06.2023
- Achieved a 22% reduction in average claim resolution time by streamlining intake documentation and customer follow-up processes.
- Assisted customers in filing claims, tracking packages, and understanding USPS service policies, both in-person and over the phone.
- Translated complex postal policies into clear, easy-to-understand explanations to improve customer confidence and reduce confusion.
- Maintained poise and professionalism when handling high-stress interactions, ensuring escalations were resolved promptly and calmly.
- Entered and updated claims data in USPS systems with accuracy and speed, supporting effective recordkeeping and reporting.
Document Review Assistant – Mortgage Services
Rocket Mortgage
08.2020 - 10.2022
- Increased documentation accuracy by 30% through implementation of checklist-based reviews and proactive client outreach.
- Reviewed mortgage files for completeness, ensuring all paperwork complied with legal and procedural standards.
- Contacted clients directly to resolve missing or incorrect information, delivering clear guidance and timely updates.
- Maintained consistent follow-up efforts to accelerate file closure and avoid processing delays.
- Adapted quickly to evolving mortgage platforms and internal systems, contributing to team performance during high-volume periods.
Skills
- Conflict Resolution
- Teamwork and Collaboration
- Cross-Functional Communication
- Process Improvement
- Workflow Optimization
- Service-Level Adherence
- Customer Experience
- Escalation Management
- De-escalation Techniques
- Complaint Management
- Customer Retention
- Patient Communication
- Documentation Accuracy
- Interview Scheduling
- Identity Verification
- Claims Processing
- Policy Explanation
- Data Entry Accuracy
- CRM Tools (Salesforce, Zendesk, QNXT)
- Microsoft Office Suite
- Case Tracking Systems
- Dual-System Navigation
- Remote Support Tools
Certification
- Certified Human Resource Management, Great Learning - September 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IBQA
CVS Aetna
06.2025 - Current
Customer Support Specialist – Literacy & Engagement (Seasonal)
Beyond Basics
10.2024 - Current
Onboarding & Documentation Coordinator (Contract)
Workbox Staffing
06.2024 - 08.2024
Senior Customer Experience Specialist (Contract)
Express Employment Professionals
06.2023 - 03.2024
Customer Claims Advocate (Seasonal)
United States Postal Service
10.2022 - 06.2023
Document Review Assistant – Mortgage Services
Rocket Mortgage
08.2020 - 10.2022
Bachelor of Science - Organizational Management
Purdue University
High School Diploma -
Cousino High School