Sonia Suders
Summary
Results-oriented professional with extensive experience in customer service management. Known for meticulous attention to detail and adherence to high service standards, successfully resolving complex issues and optimizing workflows to enhance client satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
USA Health Insurance
Woodstock
06.2020 - Current
- Served as primary contact for complex issues, ensuring timely resolution of inquiries regarding benefits and eligibility.
- Trained and supervised customer service representatives, establishing performance goals and maintaining adherence to standards.
- Maintained extensive knowledge of health insurance products, including Individual, Medicare, and Group benefits.
- Managed department operations by developing service policies and implementing efficient workflows.
- Collaborated with Sales and Operations to address client needs and enhance service delivery.
- Achieved high proficiency in Ease, Employee Navigator, Healthcare.gov, processing employee changes across all carrier websites.
- Focused on compliance to industry regulations and best practices.
Director of Customer Experience
1source International
Roswell
04.2017 - 06.2020
- Led communication efforts for 800 accounts across audio, web, and visual platforms.
- Cultivated enduring client relationships to boost retention rates.
- Managed customer service policies and processes to ensure seamless interactions.
- Established and enhanced vendor partnerships to support service delivery.
- Drove key results including increased satisfaction, retention, and business growth.
- Mentored staff while collaborating with Sales, Operations, and Executives to align initiatives.
Merchandising Assistant Store Manager
Athleta
Atlanta
04.2016 - 04.2017
- Assisted in managing daily store operations and merchandising strategies.
- Coordinated inventory management and stock replenishment processes.
- Trained staff on customer service best practices and product knowledge.
- Monitored sales trends and provided recommendations for product assortment.
- Ensured compliance with safety regulations in the workplace.
- Conducted regular audits of store operations to ensure compliance with company policies and procedures.
- Maximized sales opportunities through effective management of merchandise flow from backroom storage to store shelves.
Education
Bachelor of Arts - Graphic Arts
University of Kansas
LawrenceSkills
- Leadership & Training
- Problem-Solving & Communication
- Data Analysis & Reporting
- Compliance management
- Meticulous attention to detail
- Adherence to high customer service standards
Timeline
Customer Service Manager
USA Health Insurance
06.2020 - Current
Director of Customer Experience
1source International
04.2017 - 06.2020
Merchandising Assistant Store Manager
Athleta
04.2016 - 04.2017
Bachelor of Arts - Graphic Arts
University of Kansas