Sonia Townsend
Jacksonville,FL
Summary
Operations professional with proven record in optimizing workflows and improving operational efficiency. Adept at fostering team collaboration and adapting to dynamic environments, ensuring reliable performance and results. Brings strategic planning and problem-solving skills to meet organizational goals.
Overview
14
14
years of professional experience
Work History
Operations Generalist
Bank of America Merrill Lynch
05.2017 - 09.2025
- Supported operational processes to ensure seamless workflow and optimal efficiency.
- Managed daily administrative functions to support overall operational effectiveness.
- Facilitated issue resolution and promoted collaboration through clear communication with team members.
- Partnered with team members to optimize workflows and elevate service delivery standards.
Bank Teller
121 Financial Credit Union
04.2016 - 05.2017
- Facilitated accurate and efficient processing of customer transactions to uphold service excellence.
- Addressed member account inquiries to enhance customer satisfaction through timely and professional support.
- Maintained accurate cash drawer records to support financial accountability and operational efficiency.
- Provided comprehensive education on available products and services to foster member engagement.
Mortgage Servicing Specialist
SPS Mortgage Servicing
09.2014 - 03.2016
- Directed daily mortgage servicing activities to maintain compliance with federal regulations and uphold company standards.
- Investigated borrower accounts to enhance customer satisfaction by resolving inquiries and discrepancies.
- Managed coordination of loan modifications and payment plans aimed at improving client retention.
- Developed and delivered comprehensive training programs on mortgage servicing software and best practices to improve operational efficiency.
Customer Service Representative
Coach Distribution Center
09.2011 - 03.2014
- Facilitated resolution of customer inquiries to enhance satisfaction and loyalty.
- Directed operations in high-volume call settings to uphold exceptional service quality.
- Collaborated with team members to optimize operational workflows, aiming to elevate customer satisfaction.
- Delivered comprehensive training sessions for new hires aimed at promoting effective customer interaction techniques.
Education
Associate of Science - General Studies
Cameron College
New Orleans, LAAssociate of Science - Electronics Technician
Electronic Technician
Orlando FL/ Great Lakes ILSkills
Excellent customer repoir
US Navy/ Active Duty May 1990 - March 1993
Electronic Technician
Timeline
Operations Generalist
Bank of America Merrill Lynch
05.2017 - 09.2025
Bank Teller
121 Financial Credit Union
04.2016 - 05.2017
Mortgage Servicing Specialist
SPS Mortgage Servicing
09.2014 - 03.2016
Customer Service Representative
Coach Distribution Center
09.2011 - 03.2014
Associate of Science - General Studies
Cameron College
Associate of Science - Electronics Technician
Electronic Technician