Summary
Overview
Work History
Education
Skills
Timeline
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Sonja Black

Palatine,IL

Summary

I am a knowledgeable and reliable customer service professional with experience in inbound and outbound assistance in a remote contact center setting (Chat/Phone, Email). My friendly, optimistic and caring demeanor contribute to my strong dedication to helping customers resolve issues in a timely manner. I am passionate about working with small businesses and would love to provide excellent customer service for your company. I hope to hear from you soon!


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Overview

5
5
years of professional experience

Work History

Senior Administrator

I-CAR
03.2022 - Current
  • · Provide accurate information in a professional, courteous manner.
  • · Build a rapport that allows for honest and positive communication.
  • Maintain account records and update internal databases to support document management.
  • · Maintain constant communication via telephone or email with collision repair shops to manage and encourage annual renewal for I-CAR Gold Class status.
  • · Collaborate with other departments internally to provide consistent, quality service.
  • · Document and provide concise information on each shop’s account after every transaction through Salesforce
  • · Educate training managers and technicians on how to navigate their accounts.
  • · Advocate for my assigned shops with management if the shop is experiencing difficulties that may affect their I-CAR Gold Class renewal date.
  • · Advise shops of upcoming events and encourage enrollment and completion.
  • Contact shops that have lost Gold Class status to find out if they would like to reclaim Gold Class status.


Customer Service Representative

DUSA/GTS
10.2018 - 01.2021
  • Oversee all aspects of paperwork, including making sure all paperwork has the correct required information needed for easy processing, request quotes for equipment that cost more for repair than typical services provided, obtain Purchase Order numbers, ensure customers felt appreciated and were satisfied with services provided, provide copies of paperwork for equipment worked on while maintaining a professional, courteous demeanor.
  • Worked closely with Nicor and its contractors to help maintain inventory for AMI (Automated Meter Installation), including logging all serial numbers for meters, keeping an accurate classification of all meters and providing the appropriate services for each classification, ensure damaged meters slated for repair were shipped out in a timely manner, rotate emergency stock in and out as needed, and maintain an Excel spreadsheet that logs all activity from start to finish.
  • Clerical duties, such as data entry, mail collection and distribution, filing records, answering telephone calls, responding to emails, relay messages, meet and greet customers that needed to visit the office and order office supplies as needed.

Network Gate Operator

Remprex
05.2018 - 10.2018
  • Processing information from multiple technological platforms regarding Intermodal gate transactions for multiple Intermodal truck yards from a remote location
  • Date entry for each unit that enters or exits an Intermodal terminal in a company designed system.
  • Accurately and efficiently processing transactions to maintain safety, security and compliance within the Intermodal terminal.
  • Optical Character Recognition (OCR), which include: Verification and documentation of vehicle damage, driver identity verification, equipment verification and identification

Education

No Degree - General Studies

William Rainey Harper College
Palatine, IL

Skills

  • Excellent verbal and written communication skills
  • A natural people person and relationship builder
  • Time Management
  • Microsoft Suite (Excel, Outlook,Word, Teams, Powerpoint)
  • Salesforce
  • Omni Channel
  • Recordkeeping
  • Multi- Tasking
  • Adaptability
  • Remote Experience

Timeline

Senior Administrator

I-CAR
03.2022 - Current

Customer Service Representative

DUSA/GTS
10.2018 - 01.2021

Network Gate Operator

Remprex
05.2018 - 10.2018

No Degree - General Studies

William Rainey Harper College

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Sonja Black