Overview
Work History
Skills
Timeline
Generic

Sarah Sonnier

Overview

10
10
years of professional experience

Work History

Advisor, Customer Service Support

Concentrix
10.2023 - Current
  • Answers approximately 30-40 calls inbound customer calls a day in a friendly and courteous manner
  • Discussing billing issues with customers and offering possible solutions
  • Provide customers with information on additional products and services
  • Follow compliance and procedures while keeping call handle time under 10 minutes on average
  • Call escalation to Senior Advisors when needed
  • Maintain 98% average CSAT (Customer Satisfaction) metric score.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.

Application Specialist, Customer Service

Willis Towers Watson, Via Benefits
08.2023 - 12.2023
  • Maintain confidentiality for personal identifiable information
  • Inbound/high volume calls for enrollment process and application Submissions
  • Proactively identified and resolved customers' complaints/inquiries quickly
  • Verified an updated participant information for Open Enrollment
  • Completed Medicare, MAPD, PDP, Dental & Vision Applications
  • Skilled in reading scripts VERBATIM for recording and Compliance
  • Trained in PEGA program for current job responsibilities.

CUSTOMER SERVICE ASSOCIATE

Paradise Pier (Seasonal)
01.2023 - 08.2023
  • Informed customers about special promotions and provided detailed information for various products
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Developed and actualized customer service initiatives to decrease wait times
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Assisted customers in navigating through various web pages on the company's website during their purchase process.

EXECUTIVE HOUSEKEEPING MANAGER

Golden Nugget Casino
07.2014 - 05.2021
  • Ensured and maintained cleanliness, service, and product quality standards of guest rooms in accordance with federal, state, local and company health, sanitation, and safety standards and regulations
  • Consistently responded to cleaning emergencies on behalf of guests with speed, ease, and confidentiality
  • Worked within allocated budgets, monitoring expenses, and identifying cost-saving opportunities
  • Directed and administered all housekeeping operations including budgeting and forecasting, purchasing, inventory control, department management, policy/procedure implementation and enforcement
  • Resolved customer complaints promptly and professionally
  • Monitored staff performance to ensure adherence to safety standards, operational guidelines, and customer service expectations
  • Recruited qualified candidates for open positions with the housekeeping department
  • Received 'Employee of the Month" award in recognition of exceptional leadership dedication to maintaining high standards of cleanliness and guest satisfaction.

Skills

  • Relationship Building
  • Strategic Planning
  • Training and mentoring
  • Compliance requirements
  • Problem-Solving
  • Decision-Making
  • Staff Supervision
  • Conflict Management
  • Critical Thinking
  • Attention to Detail
  • Customer Service
  • Customer Satisfaction
  • Verbal and written communication
  • Team Leadership
  • Time Management

Timeline

Advisor, Customer Service Support

Concentrix
10.2023 - Current

Application Specialist, Customer Service

Willis Towers Watson, Via Benefits
08.2023 - 12.2023

CUSTOMER SERVICE ASSOCIATE

Paradise Pier (Seasonal)
01.2023 - 08.2023

EXECUTIVE HOUSEKEEPING MANAGER

Golden Nugget Casino
07.2014 - 05.2021

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Sarah Sonnier