Sonia Lopez
Phoenix,AZ
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Robert Half
Phoenix, US
02.2024 - 01.2025
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Formulated insightful questions to identify service requirements and logged data into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
CSR 1
Maximus
Phoenix, US
10.2023 - 02.2024
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Understand and follow the procedures and processes of the Veterans Affairs (VA) program, and perform all tasks in a courteous and professional manner.
- Manage prioritized tasks in a time-sensitive environment.
- Research systems to find missing information, and coordinate with other departments to resolve issues.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Utilized electronic medical records (EMR) systems for accurate and up-to-date scheduling information.
- Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
Customer Service Representative
Aston Carter
Phoenix, US
11.2022 - 02.2023
- Provides outstanding customer service related to veteran care through the Community Care Network (CCN) in a fast-paced contact center.
- Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status.
- Accurately assesses caller requests, answers caller inquiries, and processes requests while focusing on first-call resolution and/or appropriate call escalation protocols.
- Make outbound calls to schedule appointments based on veterans' or VA requests.
- Resolves administrative eligibility discrepancies through account research and review.
- Maintained accurate records of customer interactions and transactions in CRM system.
Vendor Specialist
Rocket Mortgage
Phoenix, US
08.2020 - 07.2022
- Enhanced dialogue with all stakeholders via various communication channels.
- Evaluated impacts of various team functions on client satisfaction and adjusted messaging accordingly.
- Execute payments for PMI premiums in batch single processing modes by the installment due dates for each carrier.
- Analyzes escrow sufficiency to ensure that escrowed funds are sufficient to make required payments.
- Ensures compliance with all investor requirements.
- Consistently meet minimum quality and production metrics.
- Performing routine data entry and validation tasks.
- Initiating third-party orders (title, appraisal, hazard, flood cert, credit, etc.).
- Reviewing and validating loan documents.
- Handling routine calls, emails, and/or chat responses.
- Review recordable mortgage closing and title documents to ensure they comply with county requirements and send them to the county recorder to be placed on land records.
- Basic understanding of mortgage closing transactions and documents, such as mortgage, deed, subordinations, and assignments.
- Proofread and audit recordable documents to be sent to the county recorder.
- Receive and review the physical closing documents.
- Ensured accuracy in receiving final title policies for compliance.
- Managed issues connected to the recording of closing documents.
- Facilitated communication between title companies and other involved vendors for seamless recording.
Contact Center Specialist
Lexington Law
Phoenix, US
03.2020 - 08.2020
- Responsible for day-to-day planning, measuring, and executing contact center service quality and operations for the Client Loyalty Department.
- Worked closely with front-level management, support departments, internal stakeholders, and other leaders in support of business needs.
- Worked closely with leadership to implement business strategies and initiatives.
- Have the ability to calculate risks associated with sound decision-making skills.
- Suggested improvements in existing processes based on observations during day-to-day activities.
Customer Service Representative (CSR)
Cigna Insurance Companies
Visalia, US
06.2017 - 12.2019
- Delivered tailored solutions to policyholders, agent brokers, and healthcare professionals via phone or email.
- Provide one-call resolutions to customers while maintaining acute attention to detail and accuracy.
- Actively listens to customers, probes for clarification, and provides consultative guidance based upon customers' individual health needs.
- Demonstrate passion and enthusiasm for customer service excellence; maintain focus and positivity while resolving challenging, or complex problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
Intake/Scheduling Coordinator
VA Healthcare Group
Peoria, US
02.2015 - 12.2016
- Utilizes an automated scheduling system to maintain a calendar of services for both episodic and per-visit customers.
- Processes workflow for requested, scheduled, missed, rescheduled, reassigned, declined, and delivered visits.
- Monitors pending referrals daily and assigns a licensed professional (LP) and a case manager for all SOC visits.
- Communicates daily with field staff regarding any visits that are unaddressed, late, pending, or incomplete for resolution as appropriate.
- Runs the scheduling request report daily, and completes requests as appropriate for Medicare week.
- Monitors productivity and distribution of regular visits for caregiver optimization and communicates with the team leader as appropriate.
- Reviews, unverified visit report, daily.
- Communicates directly with field staff, team leader, and branch manager as needed.
- Continually monitors the action screen and processes all assigned tasks, coordination notes, and admin tasks in a timely manner.
- Assists in the coordination of scheduling and tracking all supervisory visits and therapy reassessment visits, as required by regulatory requirements.
- Attends and participates in annual in-service programs, workshops, continuing educational programs, seminars, etc.
- Maintain the hospital list and follow up on it daily, including scheduling transfers, discharge summaries, and resumption of care visits.
- Communicated with patients with compassion while keeping medical information private.
- Reviewed referrals from hospitals, physicians' offices, nursing homes, ensuring that all necessary documents are completed prior to initiating service.
- Evaluated clinical outcomes after each visit to ensure that goals are being met in accordance with standards of practice.
Education
Diploma - General Studies
Mt. Whitney High
Visalia, CA06.1995
Skills
- Analytical and critical thinking
- CRM software
- Microsoft office
- First-call resolution
- Customer communication and empathy
- Ticketing systems
- Collaborative team player
- Multitasking and organization
- Adaptability and flexibility
- Call center experience
Timeline
Customer Service Representative
Robert Half
02.2024 - 01.2025
CSR 1
Maximus
10.2023 - 02.2024
Customer Service Representative
Aston Carter
11.2022 - 02.2023
Vendor Specialist
Rocket Mortgage
08.2020 - 07.2022
Contact Center Specialist
Lexington Law
03.2020 - 08.2020
Customer Service Representative (CSR)
Cigna Insurance Companies
06.2017 - 12.2019
Intake/Scheduling Coordinator
VA Healthcare Group
02.2015 - 12.2016
Diploma - General Studies
Mt. Whitney High
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