Summary
Overview
Work History
Education
Skills
Advanced Experience: Customer Services over 16+ Yrs.
Timeline
Generic

Sonia Carter

New Castle County,DE

Summary

Knowledgeable and dedicated customer service professional with over 16 years extensive experience in the Finance & Loan Servicing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Digital Account Specilist

Discover Financial Services, DFS
04.2021 - 07.2025
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Resolved complex billing and payment issues for balanced, accurate accounts.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Adhered to standards of quality and service as well as all compliance requirements.

Card Services Representative

Contractor -BNYMELLON
02.2020 - 03.2021
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues and completed shipment and expedited services to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Account Specialist

Contemporary Staffing Solution- WSFS BANK
06.2019 - 02.2020
  • Enhanced online presence to take advantage of dynamic conditions and unique platform opportunities.
  • Reviewed account activity to assess financial status and evaluate discrepancies.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Set up new customer accounts and updated existing profiles with latest information.
  • Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.

Customer Care Specialist

Wells Fargo Bank
05.2017 - 04.2019
  • Performed diversified functions with minimal oversight, including Providing product specific details for Direct Auto line of business.
  • Answered customer questions regarding Auto product account details and pament options.
  • Improved State Specific policies and procedures knowlege and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Gathered sensitive information to update customer profiles and help with the appeals process.
  • Manage up to 86 calls and up to 4 to 6 scheduled follow up emails daily to gather information to initiate the  Customer requested escalation process.
  • Reached out to customers after completed Title updates to suggest additional service or account specific details, and inquire about needs or concerns.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Bank Teller

Bank Of America Corp
08.2016 - 11.2017
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Provided customer records on demand, including account statements and copies of checks.
  • Placed orders for customer checks and verified starting numbers.
  • Sold and cross-sold bank products to new and existing customers.
  • Organized and removed online banking files no longer in use.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Established key procedures for teams preparing documentation, models, and presentations.

Diamond Certified Specialist Lead Associate

Zales Jewelers
04.2007 - 02.2015
  • Assisted Store Manager with new hire processing and existing training programs.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Drafted Schedules for a team of 7 Associate.
  • Ordered and distributed office supplies while adhering to fixed office budget.

Education

High School Diploma -

Mount Pleasant Highschool
Wilmington, DE
05.2007

Skills

  • MS Windows proficient
  • Planning and organization
  • Training development aptitude
  • Goal-oriented
  • Strong interpersonal skills
  • Key holder experience
  • Strong conflict resolution skills
  • Shipping procedures understanding
  • Claims investigation and research
  • Multi-line phone talent
  • Credit card transactions
  • Dual communication systems
  • Excellent work ethic
  • Motivated team player
  • Client relations strength

Advanced Experience: Customer Services over 16+ Yrs.

  • Account Maintenance, Updates, Closure and Openings
  • Card transactions, Bill pay, Maintenance & offers and Sales
  • Loan Servicing, Auto loan Maintenance & Payments, Documentation & Title Service.
  • Offer Sales & services

Timeline

Digital Account Specilist

Discover Financial Services, DFS
04.2021 - 07.2025

Card Services Representative

Contractor -BNYMELLON
02.2020 - 03.2021

Customer Account Specialist

Contemporary Staffing Solution- WSFS BANK
06.2019 - 02.2020

Customer Care Specialist

Wells Fargo Bank
05.2017 - 04.2019

Bank Teller

Bank Of America Corp
08.2016 - 11.2017

Diamond Certified Specialist Lead Associate

Zales Jewelers
04.2007 - 02.2015

High School Diploma -

Mount Pleasant Highschool

Similar Profiles

CREATE PROFILE