Sonia Laugello

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Offered resolutions to de-escalate calls and solve customer issues.
• Collected deposits or payments and arranged for billing payment arrangements.
• Communicating with insurance representatives, Medicare, Medicaid, Aetna, Blue Cross, Cigna, And United Health Care.
• Reviewing claims and explaining Explanation of Benefits to patients that are left with a balance from co-pays, co-insurance, deductibles.
• Submitting disputes to support service for insurance recoupment or refunds.
• Researching Explanation of benefits for reason of denial such as ABN and non-covered charges.
• Taking high volume of calls inbound/outbound.
• Understanding Medical terminology.

• Handled complaints from customers by empathetically listening, recording details and offering solutions.
• Assisted in continuous development of effective store associates to achieve desired sales and results.
• Handled money according to company policy.
• Trained new employees in policies and procedures.
• Operated POS system to receive payment by cash, check and credit card.
• Created and completed loan submission packages.
• Calculated income, assets and liabilities to meet lender requirements.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Monitored dispatch board and adjusted call priorities regularly based on caller needs.
• Identified locations and needs of callers to accurately send assistance.
• Update customers on parts arrival and completed service date.
• Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
• Processed and sent invoices, adjustments and credit memos to customers.

• Answered incoming calls and emails, providing frontline customer support or assistance with product repairs.
• Scanned and stored files and records electronically to reduce paper files and secure data.
• Monitored dispatch board and adjusted call priorities regularly based on caller needs.
• Managed all payments processing, invoicing and collections tasks.
• Monitored past due accounts and pursued collections on outstanding invoices.

• Appropriately responds to and follows up on written correspondence, calls, and e-mails initiated by

associates, customers and/or business partners involving escalated customer satisfaction issues or

process questions.

• Independently analyzes the situation, interprets policy and/or procedures, uses good judgment skills

within and outside policies, and consults with field management and vendor contacts to determine and

execute effective and satisfactory resolution process.

• Creates, updates, and retrieves customer files to research and log facts surrounding complaints,

actions, and approach used to resolve issues.

• As appropriate, manages/responds to escalated, problematic situations received by senior/executive

management to negotiate a resolution.

• Negotiate a fair agreement that benefits both the customer and the company.

• Negotiates and implements concessions such as refunds, gift cards, exchanges, and protection

agreements that are in the best interest of the company and the customer.

• Follow-up with the customer at appropriate intervals to ensure that the agreed upon action has been

accomplished.

• Efficiently works with data entry systems and screen navigation enabling access to customer

information striving to handle all customer contacts at the point of contact.

• Handles processing of miscellaneous change, adjustments to customer accounts/records within

company guidelines, issues duplicate or additional statements/cards/etc. initiates the removal of

unauthorized charges