Summary
Overview
Work History
Education
Skills
Timeline
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Sondra Fitzgerald

Stockton,CA

Summary

Dynamic professional with extensive experience in call center operations at Fortuna, excelling in customer communications and team development. Proven ability to enhance service delivery through effective call handling and data entry. Recognized for fostering a collaborative environment that boosts efficiency and customer satisfaction.

Overview

14
14
years of professional experience

Work History

Call Center Agent

Fortuna
07.2020 - 04.2025
  • Assisted customers by answering inquiries and resolving issues efficiently.
  • Utilized call management software to track interactions and ensure timely follow-up.
  • Provided support to team members, fostering a collaborative work environment.
  • Adapted quickly to new processes and tools for improved customer service delivery.

Floor Supervisor

Bed Bath & Beyond
11.2012 - 10.2020
  • Supervised daily operations, ensuring adherence to safety and quality standards.
  • Trained and mentored team members on best practices and operational procedures.
  • Coordinated workflow to optimize efficiency and enhance productivity across shifts.
  • Implemented process improvements, reducing downtime and streamlining tasks performed by staff.

Mortgage Loan Processor

Finance of America Mortgage
04.2015 - 10.2016
  • Processed mortgage applications, ensuring compliance with regulatory standards and internal policies.
  • Reviewed loan documents for accuracy, resolving discrepancies to facilitate timely approvals.
  • Coordinated communication between borrowers, underwriters, and real estate agents to streamline processing workflows.
  • Trained junior processors on industry best practices and software systems to enhance team performance.

Concession Stand Attendant

Stockton Arena (Adventist Health Arena)
02.2011 - 08.2014
  • Managed daily operations of concession stand, ensuring efficient service and customer satisfaction.
  • Prepared and served food and beverages while adhering to health and safety regulations.
  • Trained new staff on operational procedures, enhancing team efficiency and service quality.
  • Monitored inventory levels, placing orders to maintain stock for peak service times.

Education

High School Diploma -

Foothill High School
San Jose
06-1985

Skills

  • Call center operations
  • Customer communications
  • Team development
  • Data entry
  • Answering questions
  • Call handling
  • Call center customer service
  • Inbound phone calls
  • Logging call information

Timeline

Call Center Agent

Fortuna
07.2020 - 04.2025

Mortgage Loan Processor

Finance of America Mortgage
04.2015 - 10.2016

Floor Supervisor

Bed Bath & Beyond
11.2012 - 10.2020

Concession Stand Attendant

Stockton Arena (Adventist Health Arena)
02.2011 - 08.2014

High School Diploma -

Foothill High School

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Sondra Fitzgerald