SONIA LUEVANOS
Tacoma,WA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Product Support Specialist
Salonsense Media, LLC
01.2016 - 07.2024
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Managed over 50 calls per day.
Vocational Rehabilitation Counselor Intern
Dura Vocational
04.2022 - 10.2023
- Administered preliminary and comprehensive vocational assessments.
- Assisted individuals with addressing disabilities and developing career plans.
- Promoted development of interviewing, resume writing and etiquette skills.
- Handled caseload of more than 15 clients.
- Coordinated community resources and secured referrals.
- Customized vocational exploration activities to identify self-determined rehabilitation needs and goals.
- Mobilized case management system to document service delivery and case progress.
- Prepared and maintained records and case files detailing clients' personal and eligibility information, services provided and relevant correspondence.
Outreach Specialist
SEIU 775 BENEFITS GROUP
01.2018 - 11.2021
- Promoted based on strong performance in outreach efforts to recruit home care workers for various projects and pilot initiatives
- Responded to requests and inquiries related to company benefits and created effective methods for tracking recruitment outcomes, reporting trends and performance results to supervisor to escalate issues or inform staffing projections
- Serve as trusted advisor to home care workers, building rapport based on credibility and rapid response to requests
- Support UCLA Mindfulness Pilot Project by calling, texting and emailing , analyzing data to determine the effects of practicing stress relieving techniques to improve lifestyle of home care workers
- Recruited 300+ home care workers to participate in research project gauging the impact of using slip resistant shoes to reduce job-related accidents and injuries, resulting in fewer L&I claims
- Delivered presentations to interested groups and answered wide-ranging questions about available offerings.
- Represented organization at industry conferences by manning booths and giving polished presentations.
- Advocated for client needs and funding for at-risk groups.
- Engaged current service program participants to assess current engagement and potential to develop new revenue streams.
- Increased brand awareness and boosted public perception of organization through proactive outreach and network development with key stakeholders.
Junior Outreach Specialist | Administrative Assistant
SEIU 775 BENEFITS GROUP
08.2016 - 01.2018
- Responsible for recruiting home care workers and managing data related to various tests in staff training
- Improved data input processes and implemented data automation to increase efficiency and decrease the time spent on database management
- Assisted students and instructors with using curriculum platform, supporting staff with projects and delivering tutorials to increase productivity
- Managed data for 20K+ exams across 5,000 students, creating tutorials used by over 30 colleagues to assist with navigating Trello and utilizing the program effectively in their work
- Recruited 10K+ home care workers to achieve 140% of talent acquisition targets by leveraging email outreach, cold calling, event attendance, and digital marketing tactics, creating Tableau reports and pulling data for email lists and communication efforts
- Streamlined recruitment process for projects with multiple hiring layers, enhancing follow-up communications and leveraging Trello to identify the status of each participant and to track research project appointments
- Created reports for senior leadership and Board members to communicate student performance across various training projects
- Recruited 30 caregivers across Washington state for the IRB-approved project to improve caregiver experiences by optimizing trainings to meet specific needs and understand opportunities for offering other health benefits to improve staff overall wellbeing
- Coordinated Advanced Training Graduations and launched Caregiver Coffee Chats to create opportunities for students to network with colleagues and for the company to communicate updates related to upcoming trainings and projects.
Customer Care Representative
Xerox Business Services, LLC
01.2015 - 01.2016
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed over 60 calls per day.
Education
Bachelor of Science (BS) - Fashion Marketing & Management
Art Institute of Seattle
Seattle, WA09.2012
Skills
- Analytical and Critical Thinking
- Flexible and Adaptable
- Relationship Management
- Cross-Functional Team Collaboration
- Written & Oral Communication
- Process Improvement
- Client advocacy
- Proficient in MS Office Suite, Salesforce, Google Suite, Trello and case management software
- Customer service expert
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Vocational Rehabilitation Counselor Intern
Dura Vocational
04.2022 - 10.2023
Outreach Specialist
SEIU 775 BENEFITS GROUP
01.2018 - 11.2021
Junior Outreach Specialist | Administrative Assistant
SEIU 775 BENEFITS GROUP
08.2016 - 01.2018
Product Support Specialist
Salonsense Media, LLC
01.2016 - 07.2024
Customer Care Representative
Xerox Business Services, LLC
01.2015 - 01.2016
Bachelor of Science (BS) - Fashion Marketing & Management
Art Institute of Seattle
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