Sonia E Cordero
Cleveland
Summary
Bilingual customer centric professional with 15 + years' experience with the abilities of managing high workloads by using strong document review, preparation and tracking skills. Self-motivated with excellent verbal and written communication skills in English and Spanish.
Multilingual customer service professional with advanced linguistic abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities.
Highly skilled Bilingual Customer Service Representative with experience in managing diverse client base, addressing queries and resolving complex issues. Strong communication skills in English and Spanish help build relationships while providing top-tier service. Proven ability to handle high-pressure situations with professionalism and courtesy, enhancing customer satisfaction and loyalty. Previous work has demonstrated significant impact on improving customer interaction processes leading to increased efficiency.
Overview
19
19
years of professional experience
Work History
Bilingual Customer Service Representative
New York Life Insurance Company
Cleveland
04.2019 - 04.2025
- Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process.
- Use various systems to: access the applicants' phone number to dial calls; manage and update the call disposition; and conduct the interview.
- Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.
- Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call.
- Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary.
- Handle status inquiries from applicants, Agents, General Office personnel and underwriters.
- Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
- Research special cases and disposition them appropriately.
- Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.
Bilingual Disability Specialist
Human Arc Hospital & Health Care
Cleveland
01.2018 - 03.2019
- Determine if a claimant is a suitable candidate to do an appeal for SSI/SSD.
- Contribute to team efforts by accomplishing tasks.
- Data entry, Problem solving, customer service, and Time management.
- Keeping a case load of over 250 Claims.
- Completing multiple Task, and multitasking.
- Process claimant documents for errors, resolving discrepancies using standard procedures, or returning incomplete documentation, to be able to send to SSA.
Payroll Specialist
Heartland Payment Solutions
Brook Park
02.2016 - 01.2018
- Detail oriented, able to focus on and comprehend numerical and financial data.
- Customer-service oriented, provided excellent phone manners.
- Able to work under time constraints and meet schedules; at times with unexpected deadlines, to ensure client's payroll needs are met.
- Maintain a base of 230 to 260 clients, made up of different payroll cycles ex. Weekly, Biweekly, Semi-Monthly, and Seasonal.
- Able to multitask; interacting with clients and all internal customers or associates, at times simultaneously.
- Contact and assist clients daily to obtain payroll data, new hire information, employee maintenance changes, salary and hourly wage adjustments.
- Set up specific payroll deductions and tax withholding changes, and different types of garnishments.
- Use my proficiency in Windows PC environment ensuring accurate data entry/keyboarding skills.
- Maintain all bilingual, Spanish speaking clients.
Customer service
Kichler Lighting
Cleveland
08.2015 - 02.2016
- Handling an extremely high call volume from Inbound calls.
- Taking orders from customers and getting out their orders in a timely mater.
- Helping customers with information on items (pricing, availability, and specs on different fixtures).
- Checking tracking on packages while working closely with FedEx to get the customers their packages.
- Working on my own accounts make sure their accounts are up to date.
Clerical Assistant
Human Arc
Cleveland
06.2014 - 08.2015
- Submit Medicaid applications online and by fax.
- Upload verifications to the online application portal.
- Submit Summit County applications to FileZilla.
- Complete the print jobs for EES all regions.
- Complete all mail through the z-Fold machine.
- Meter all mail.
- The scanning error report for EES.
- Open, date stamp, and scan all time sensitive mail.
Account Representative
HCAP
Cleveland
04.2013 - 06.2014
- Inbound and outbound calling to existing patients to obtain accurate information to determine eligibility for the Hospital care assurance program.
- Processed completed applications and made outbound calls on incomplete applications to obtain additional information.
- Trained new associates.
- Followed up with Spanish speaking patients to obtain HCAP information or answered any additional questions.
- Invoicing all payments on work that was completed.
- Ensuring that all work and payments were done in a timely manner.
- Having a high-quality control of 98% and worked to exceed the number of accounts that needed to be done daily.
Applications Processor
HORIZON FREIGHT SYSTEMS
Cleveland
01.2011 - 12.2012
- Processed application for truck driver.
- Checking MVR and references to ensure good employment history.
- Verifying all demographics is up to date and accurate.
Research and Recovery
EXPRESS LOAN SERVICING CIT
Cleveland
01.2006 - 12.2011
- Actively skipped accounts with Accurint and directory assistance to update borrower demographics.
- Successfully completed all tasks by time requested.
- Made calls to references and borrowers to get updated information.
- Accurately enter information to borrower accounts and follow all legal procedures when speaking with Borrowers and the representatives.
Default Aversion Specialist - Customer Service
EXPRESS LOAN SERVICING CIT
Cleveland
01.2006 - 12.2007
- Processed inbound and outbound calls.
- Assisted customers on making payments, including solutions to clear delinquency.
- Completed account adjustments as needed to maintain the customers' accounts.
- Strive for one call resolution of customer issues in a timely manner.
Education
G.E.D -
May Dugan Center
ClevelandMedical Assistant Certificate -
Cleveland Institute of Medical & Dental Assistants
ClevelandSkills
- Oral communication
- Written communication
- Microsoft Office
- Excel
- Word
- Windows
- Onbase
- Handling confidential paperwork
- Ability to work in fast-paced environment
- Ability to work in high-pressure environment
- Highly organized
- Dedicated
- Positive mindset
Timeline
Bilingual Customer Service Representative
New York Life Insurance Company
04.2019 - 04.2025
Bilingual Disability Specialist
Human Arc Hospital & Health Care
01.2018 - 03.2019
Payroll Specialist
Heartland Payment Solutions
02.2016 - 01.2018
Customer service
Kichler Lighting
08.2015 - 02.2016
Clerical Assistant
Human Arc
06.2014 - 08.2015
Account Representative
HCAP
04.2013 - 06.2014
Applications Processor
HORIZON FREIGHT SYSTEMS
01.2011 - 12.2012
Research and Recovery
EXPRESS LOAN SERVICING CIT
01.2006 - 12.2011
Default Aversion Specialist - Customer Service
EXPRESS LOAN SERVICING CIT
01.2006 - 12.2007
G.E.D -
May Dugan Center
Medical Assistant Certificate -
Cleveland Institute of Medical & Dental Assistants