SONIA TATUM
Milwaukee,WI
Summary
Personable and dedicated Customer Service Representative with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Cheerful and upbeat in the call center with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CSR issues.
Overview
14
14
years of professional experience
Work History
Office Operations Assistant
Ascension Medical Group
Milwaukee, WI
03.2022 - Current
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Answered and quickly redirected large volume of calls on central system.
Customer Service Representative
AURORA MEDICAL GROUP
Milwaukee, WI
09.2012 - 06.2021
- Answers inbound calls per day and directed to designated individuals or departments
- Accurately documented calls and caller information in Epic software and made updates to data as needed
- Documented conversations with customers to track requests, problems and solutions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Evaluated customer account information to assess current issues and determine potential solutions
- Assisted over 1000+ callers per week in fast-paced environment.
JcPenney Logistics
JCPENNEY
Milwaukee, WI
10.2007 - 09.2012
- Resolved average of 900 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Implemented services to assist company in maintaining exceptional client service ratings on external audits
- Documented conversations with customers to track requests, problems and solutions
- Assisted with over 1000 callers per week in fast-paced environment
- Strengthened team performance and productivity by training and inspiring team members
- Documented customer inquiries and feedback, including service delivery suggestions in company database
- Achieved high sales percentage with consultative, value-focused customer service approach.
Education
No Degree - Business
Milwaukee School Of Entrepreuership
MilwaukeeSkills
- Inbound and outbound calling
- Fleet dispatching
- Clerical support
- Call center experience
- Microsoft Office expertise
- Office equipment proficiency
- Multi-Line Telephone Systems
- Administrative Support
- Office Equipment Operation
- Clerical Support
- Strong Organizational Skills
- Multitasking and Time Management
Timeline
Office Operations Assistant
Ascension Medical Group
03.2022 - Current
Customer Service Representative
AURORA MEDICAL GROUP
09.2012 - 06.2021
JcPenney Logistics
JCPENNEY
10.2007 - 09.2012
No Degree - Business
Milwaukee School Of Entrepreuership
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