Summary
Overview
Work History
Education
Skills
Timeline
Generic

SONITA FIELDS

Jacksonville

Summary

To obtain employment, utilizing my extensive knowledge and experience, that will enable me to help increase both service quality and productivity. I am a personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

<ul> <li>Evaluated information and implemented corrective actions to enhance efficiency across operations.</li> <li>Ensured compliance with laws and regulations governing contact center activities.</li> <li>Interpreted tax law to resolve issues affecting IRS operations.</li> <li>Applied tax code to clarify taxpayer obligations and rights.</li> <li>Secured sensitive personal information to guarantee data protection.</li> <li>Resolved taxpayer disputes using sound judgment and effective strategies.</li> <li>Maintained accurate documentation of all customer interactions in CRM database.</li> <li>Answered high volumes of calls daily, utilizing call management systems effectively.</li> <li>Collaborated with team members to improve customer service processes.</li> <li>Participated in team meetings to discuss strategies for improving customer experience.</li> <li>Processed orders for customers using an automated system.</li> </ul>

Internal Revenue Service
Jacksonville
04.2009 - 03.2017
  • Evaluated information and implemented corrective actions to enhance efficiency across operations.
  • Ensured compliance with laws and regulations governing contact center activities.
  • Interpreted tax law to resolve issues affecting IRS operations.
  • Applied tax code to clarify taxpayer obligations and rights.
  • Secured sensitive personal information to guarantee data protection.
  • Resolved taxpayer disputes using sound judgment and effective strategies.
  • Maintained accurate documentation of all customer interactions in CRM database.
  • Answered high volumes of calls daily, utilizing call management systems effectively.
  • Collaborated with team members to improve customer service processes.
  • Participated in team meetings to discuss strategies for improving customer experience.
  • Processed orders for customers using an automated system.

<ul> <li>Recruited, hired, and terminated employees based on performance metrics.</li> <li>Maintained and organized employee files for efficient record-keeping.</li> <li>Developed training programs to enhance employee skills and productivity.</li> <li>Assisted customers via multi-line phone systems to resolve inquiries.</li> <li>Supported manager with special projects to drive operational improvements.</li> <li>Facilitated communication between departments to enhance workflow efficiency.</li> <li>Maintained electronic filing systems to ensure data integrity and accessibility.</li> <li>Handled incoming correspondence, directing inquiries to appropriate personnel promptly.</li> <li>Answered phone calls and emails to provide information, resulting in effective business correspondence.</li> </ul>

Mitchell Street Associates
Atlanta
01.2004 - 12.2006
  • Recruited, hired, and terminated employees based on performance metrics.
  • Maintained and organized employee files for efficient record-keeping.
  • Developed training programs to enhance employee skills and productivity.
  • Assisted customers via multi-line phone systems to resolve inquiries.
  • Supported manager with special projects to drive operational improvements.
  • Facilitated communication between departments to enhance workflow efficiency.
  • Maintained electronic filing systems to ensure data integrity and accessibility.
  • Handled incoming correspondence, directing inquiries to appropriate personnel promptly.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.

<ul> <li>Successfully collected debts from clients through effective negotiation and communication.</li> <li>Established payment arrangements to facilitate debt recovery.</li> <li>Mailed promissory notes for client signatures to ensure compliance.</li> <li>Navigated multiple computer screens to streamline data entry and management.</li> <li>Contacted customers to clarify liabilities and promote timely payments.</li> <li>Resolved issues through strategic negotiations with stakeholders.</li> <li>Enhanced customer understanding of obligations to improve compliance rates.</li> </ul>

The Emory Clinic
Decatur
11.2005 - 01.2006
  • Successfully collected debts from clients through effective negotiation and communication.
  • Established payment arrangements to facilitate debt recovery.
  • Mailed promissory notes for client signatures to ensure compliance.
  • Navigated multiple computer screens to streamline data entry and management.
  • Contacted customers to clarify liabilities and promote timely payments.
  • Resolved issues through strategic negotiations with stakeholders.
  • Enhanced customer understanding of obligations to improve compliance rates.

<ul> <li>Trained new employees on operational procedures and software usage.</li> <li>Managed multi-line phone system to facilitate efficient communication.</li> <li>Executed data entry tasks utilizing Meditech software for accuracy.</li> <li>Located and relabeled missing specimens to maintain inventory integrity.</li> <li>Scanned and processed requisitions to ensure timely laboratory operations.</li> <li>Ordered lab supplies weekly, bi-weekly, and quarterly to maintain stock levels.</li> <li>Researched complex lab issues and patient-related queries to support staff decisions.</li> </ul>

Lab Corp.
Tucker
01.2003 - 12.2003
  • Trained new employees on operational procedures and software usage.
  • Managed multi-line phone system to facilitate efficient communication.
  • Executed data entry tasks utilizing Meditech software for accuracy.
  • Located and relabeled missing specimens to maintain inventory integrity.
  • Scanned and processed requisitions to ensure timely laboratory operations.
  • Ordered lab supplies weekly, bi-weekly, and quarterly to maintain stock levels.
  • Researched complex lab issues and patient-related queries to support staff decisions.

Education

Certificate - CNA

Advance Healthcare Enterprises
Georgia
06-2006

High School Diploma -

Georgia
Georgia
06-1992

Some College (No Degree) - Healthcare Information Technology

Florida State College at Jacksonville
Florida

Some College (No Degree) - Pre-Nursing

Georgia State University
Georgia

Some College (No Degree) - Computer Information Systems

DeVry University
Georgia

Some College (No Degree) - Computer Information Systems

Georgia Perimeter College
Georgia

Some College (No Degree) - Computer Information Systems

Dekalb Technical College
Georgia

Skills

  • Tax law interpretation
  • Debt recovery
  • Employee training
  • Record keeping
  • Data protection
  • Customer service and support
  • Call management
  • CRM documentation
  • Regulatory compliance
  • Effective communication
  • Conflict resolution
  • Empathy and patience
  • Data entry proficiency
  • Cross-cultural sensitivity
  • Goal oriented
  • Call control skills
  • Problem-solving skills
  • Customer account updates
  • Strong interpersonal skills
  • Resolving issues
  • Inbound phone calls
  • Customer support
  • Gathering information
  • Account updating

Timeline

<ul> <li>Evaluated information and implemented corrective actions to enhance efficiency across operations.</li> <li>Ensured compliance with laws and regulations governing contact center activities.</li> <li>Interpreted tax law to resolve issues affecting IRS operations.</li> <li>Applied tax code to clarify taxpayer obligations and rights.</li> <li>Secured sensitive personal information to guarantee data protection.</li> <li>Resolved taxpayer disputes using sound judgment and effective strategies.</li> <li>Maintained accurate documentation of all customer interactions in CRM database.</li> <li>Answered high volumes of calls daily, utilizing call management systems effectively.</li> <li>Collaborated with team members to improve customer service processes.</li> <li>Participated in team meetings to discuss strategies for improving customer experience.</li> <li>Processed orders for customers using an automated system.</li> </ul>

Internal Revenue Service
04.2009 - 03.2017

<ul> <li>Successfully collected debts from clients through effective negotiation and communication.</li> <li>Established payment arrangements to facilitate debt recovery.</li> <li>Mailed promissory notes for client signatures to ensure compliance.</li> <li>Navigated multiple computer screens to streamline data entry and management.</li> <li>Contacted customers to clarify liabilities and promote timely payments.</li> <li>Resolved issues through strategic negotiations with stakeholders.</li> <li>Enhanced customer understanding of obligations to improve compliance rates.</li> </ul>

The Emory Clinic
11.2005 - 01.2006

<ul> <li>Recruited, hired, and terminated employees based on performance metrics.</li> <li>Maintained and organized employee files for efficient record-keeping.</li> <li>Developed training programs to enhance employee skills and productivity.</li> <li>Assisted customers via multi-line phone systems to resolve inquiries.</li> <li>Supported manager with special projects to drive operational improvements.</li> <li>Facilitated communication between departments to enhance workflow efficiency.</li> <li>Maintained electronic filing systems to ensure data integrity and accessibility.</li> <li>Handled incoming correspondence, directing inquiries to appropriate personnel promptly.</li> <li>Answered phone calls and emails to provide information, resulting in effective business correspondence.</li> </ul>

Mitchell Street Associates
01.2004 - 12.2006

<ul> <li>Trained new employees on operational procedures and software usage.</li> <li>Managed multi-line phone system to facilitate efficient communication.</li> <li>Executed data entry tasks utilizing Meditech software for accuracy.</li> <li>Located and relabeled missing specimens to maintain inventory integrity.</li> <li>Scanned and processed requisitions to ensure timely laboratory operations.</li> <li>Ordered lab supplies weekly, bi-weekly, and quarterly to maintain stock levels.</li> <li>Researched complex lab issues and patient-related queries to support staff decisions.</li> </ul>

Lab Corp.
01.2003 - 12.2003

Certificate - CNA

Advance Healthcare Enterprises

High School Diploma -

Georgia

Some College (No Degree) - Healthcare Information Technology

Florida State College at Jacksonville

Some College (No Degree) - Pre-Nursing

Georgia State University

Some College (No Degree) - Computer Information Systems

DeVry University

Some College (No Degree) - Computer Information Systems

Georgia Perimeter College

Some College (No Degree) - Computer Information Systems

Dekalb Technical College
SONITA FIELDS