Sonia Speer
Mount Juliet,TN
Summary
Experienced people manager with a passion and amazing skills for customer service
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Administrative Assistant
Advanced Global Communications
04.2024 - 02.2025
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Sr Strategic Caller
Corpay Solutions
09.2020 - 03.2024
- Efficiently tracked all call-related information within CRM systems, ensuring accurate data entry for future reference and analysis purposes.
- Improved customer satisfaction by efficiently addressing and resolving inquiries during calls.
- Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
- Handled high-pressure situations calmly and professionally, consistently maintaining composure when faced with challenging scenarios or demanding callers.
- Effectively navigated multiple computer systems simultaneously to access relevant customer information during calls.
- Handled confidential information securely while answering questions related to billing, account statuses and other sensitive topics.
- Achieved high-quality communication with customers, using active listening and clear verbal skills to address concerns accurately.
- Boosted client retention rates by providing timely follow-ups and maintaining strong relationships with key accounts.
- Consistently met or exceeded daily call quotas, demonstrating exceptional time-management skills and dedication to achieving results.
- Enhanced company reputation for excellent service through polite and professional interactions with clients.
- Collaborated with internal departments to resolve complex issues, ensuring a seamless experience for the customer.
- Supported team performance by sharing best practices in call handling techniques and problem-solving strategies.
- Contributed to overall sales goals by successfully converting inbound leads into satisfied customers through persuasive communication tactics.
- Maintained comprehensive knowledge of products and services offered, enabling accurate responses to customer inquiries.
- Fostered a positive work environment by actively participating in team meetings and contributing constructive feedback on department processes.
- Provided personalized solutions based on individual customer needs, leading to higher levels of satisfaction and loyalty among clients.
- Educated customers on product and service benefits, explaining features and answering questions.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Overcame objections using friendly, persuasive strategies.
Customer service rep.
One to One Health
12.2020 - Current
- Answer phones, make appointments
- Help patients with their portals
- Work with several locations
- Services Government and BOE
Store manager
Claire's
06.2020 - 12.2020
- Sales, customer service
- Training, merchandising
- Retail day to day responsibilities
Assistant manager
Claire's
09.2019 - 06.2020
- Sales, customer service, training, merchandising
- Retail day to day responsibilities
Driver Growth Associate
Lyft
01.2018 - 06.2019
- Area manager for multiple Lyft retail spaces
- Responsible for the day-to-day operations, managing, recruiting, training and hiring of 10-15 staff to work at Lyft kiosks in three different malls across Seattle/Tacoma
- Scheduled and supervised event ambassador for diverse Lyft recruiting Events across the Seattle/Tacoma area
- Troubleshoot driver issues and supported hundreds of driver applicants to finish the onboarding process via calls and emails
- Developed and implemented new recruiting tactics and improve operations as part of the Offline Recruitment Seattle Team
- Thinks outside the box when problem solving
Supervisor, Home
JcPenney
06.2017 - 01.2018
- Supervisor of the Home department
- Performed Manager on Duty requirements
- Process and performance metrics: improved customer service, processes returns, online orders
- Managed team schedules
Studio Manager
JCP Portrait Studio
12.2015 - 06.2017
- Managed 8 people
- Optimized appointments, scheduling, selling and processing of portraits
- Managerial duties (deposits, cash handling, customer service, day-to-day operations)
Manager
Claire's
04.2015 - 12.2015
- Managed a team of 6 employees
- Scheduling, merchandising, customer service
- Strategy to hit sales goals month over month
Education
High School Diploma -
Kenowa Hills High
Grand Rapids, MI05-1985
Skills
- People Management
- Activator
- Training and Coaching
- Customer Service
- Operations
- Merchandising
- Creative Problem Solving
- Personable
- Strategic
- Positive
- Team Player
- Retail Management
- Inclusive
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Microsoft outlook
- Order processing
- Administrative support
- Customer relationship management (CRM)
- Staff training
- Spreadsheets
- Staff education and training
- Shipping and logistics
- CRM software
- Delivery scheduling
- Key holder experience
Timeline
Administrative Assistant
Advanced Global Communications
04.2024 - 02.2025
Customer service rep.
One to One Health
12.2020 - Current
Sr Strategic Caller
Corpay Solutions
09.2020 - 03.2024
Store manager
Claire's
06.2020 - 12.2020
Assistant manager
Claire's
09.2019 - 06.2020
Driver Growth Associate
Lyft
01.2018 - 06.2019
Supervisor, Home
JcPenney
06.2017 - 01.2018
Studio Manager
JCP Portrait Studio
12.2015 - 06.2017
Manager
Claire's
04.2015 - 12.2015
High School Diploma -
Kenowa Hills High
Similar Profiles
Clinton VorisClinton Voris
Lead Technician at Advanced Global CommunicationsLead Technician at Advanced Global Communications
Tyler LockeTyler Locke
Call Center Representative at Advanced Communications GroupCall Center Representative at Advanced Communications Group
Joe WilkinsJoe Wilkins
Lease Operator at Advanced Wireless CommunicationsLease Operator at Advanced Wireless Communications
Zander RosenbaumZander Rosenbaum
Assistant Kitchen Manager at Jb's Pour HouseAssistant Kitchen Manager at Jb's Pour House
Charla StinsonCharla Stinson
Registered Nurse - Renal/Dialysis, 43 Bed Unit at Ascension Saint Thomas Hospital WestRegistered Nurse - Renal/Dialysis, 43 Bed Unit at Ascension Saint Thomas Hospital West