Sonavia Jones
Woodlawn ,MD
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Clinical Associates
Pikesville, MD
01.2025 - Current
- Documented patient interactions accurately in electronic health records to maintain data integrity.
- Verified insurance eligibility and coverage for patients.
- Assisted patients in navigating healthcare services and scheduling appointments efficiently.
- Managed incoming calls, directing inquiries to appropriate departments for timely resolution.
- Answered incoming calls, scheduled appointments and filed medical records.
- Used NEXTGEN to schedule appointments.
Member Service Representative
Avesis
03.2024 - 01.2025
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Assisted members with inquiries regarding benefits and plan details, ensuring clarity and satisfaction.
- Processed member applications and documentation efficiently, maintaining accuracy in data entry.
- Maintained detailed records of member interactions using CRM systems for improved communication tracking.
Benefits Advisor
Alight Solutions
08.2022 - 11.2023
- Guided clients on benefits options, clarifying coverage details and eligibility criteria.
- Executed detailed evaluations to adapt benefit packages to specific client circumstances.
- Optimized enrollment workflow, assisting clients in completing paperwork and using online systems effectively.
- Improved service delivery by collaborating with team.
- Delivered continuous client support post-enrollment, ensuring timely resolution of concerns.
Customer Service Representative
KellyConnect
08.2019 - 08.2021
- Enhanced customer satisfaction by efficiently managing inquiries through multiple channels.
- Processed transactions with precision, adhering to company policies.
- Worked with colleagues to enhance service processes, resulting in faster response times.
- Managed customer accounts with a focus on accuracy and prompt resolution of issues.
- Handled high-pressure scenarios with professionalism, ensuring effective conflict resolution.
Tier 2 Technical Support Representative
Transcom
04.2018 - 07.2019
- Resolved complex technical issues for customers using remote desktop tools and ticketing systems.
- Provided detailed troubleshooting assistance across various software applications and hardware configurations.
- Maintained accurate documentation of customer interactions and resolutions within support database.
- Collaborated with cross-functional teams to escalate critical issues and ensure timely resolution.
Sales and Service Representative
AT&T
09.2014 - 02.2017
- Addressed and resolved customer inquiries swiftly, maintaining exceptional service standards.
- Collaborated with team members to enhance product knowledge and improve service delivery.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction.
Education
Miller-Motte Technical College
NCWestover High School
06.2009
Skills
- Customer service
- Insurance verification
- Conflict resolution
- Verbal and written communication
- Electronic health records
- Problem-solving
Timeline
Patient Service Representative
Clinical Associates
01.2025 - Current
Member Service Representative
Avesis
03.2024 - 01.2025
Benefits Advisor
Alight Solutions
08.2022 - 11.2023
Customer Service Representative
KellyConnect
08.2019 - 08.2021
Tier 2 Technical Support Representative
Transcom
04.2018 - 07.2019
Sales and Service Representative
AT&T
09.2014 - 02.2017
Miller-Motte Technical College
Westover High School