Sonja Blue
Fayetteville
Summary
Customer service professional with 10+ years of experience in various industries. Skilled in problem-solving, communication, and building relationships. Proven ability to exceed customer expectations and achieve results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Advocate
Paycor
Cincinnati, OH
10.2022 - Current
- Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environment
- Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions
- Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage
- Monitor the Perform system and proactively identify actions needed to correct issues as they arise
- Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
- Follow defined process to escalate items as needed
- Document and manage cases within applicable systems by reviewing, updating, and closing daily
- Leverage resources for troubleshooting solutions to client questions
- Prioritize a variety of tasks for quarter end and year-end processing and reporting
- Must be able to meet or exceed expectations with schedule adherence
- Meet or exceed productivity goals including case closure while balancing quality of each interaction.
- Monitors pay planner and update scheduled payroll dates accordingly
- Attend internal meetings and huddles as scheduled
- Take incoming emails from clients with issues to assist with a resolution
- Research the clients issues in a timely manner via email
Client Services Specialist I
Primeritus Financial Services
Raleigh, NC
08.2019 - 10.2023
- Receive and review repossession updates, condition reports
- Building relationships with the agents/bank lenders
- Maintaining a polite, helpful, and professional manner at all times
- Respecting client confidentiality at all times
- Making updates to the accounts from the customers, clients or agents
- Correspondent to the clients or agents via email
- Completing tasks set for me in a timely manner with little or no supervision on a daily basis
- Liaising with colleagues or managers to find the best solutions to customers’ issues
- Making outbound calls to the agents for updates on the accounts & setting tasks to follow up on them
- Assigning accounts to agents for them to secure the repossession of the vehicles, trailers, boats & etc
- Reviewing the accounts to make sure agents has updated the accounts accordingly
Retention Specialist
Insight Pest Solutions
Morrisville, NC
10.2018 - 08.2019
- Making a connection to explain features and benefits
- Building/rebuilding value to minimize giveaways
- Improving the customer experience and resolving current issue(s) to retain business
- Make appointments in Pest Pac as well as cancel accounts
- Treats customers and co-workers with dignity and respect
- Participates in on-going learning and development
- Receive inbound calls pertaining to the customer's account
- Make outbound calls & make appointment, close accounts, set appointments, reschedule appointments
- Basic data entry skills and the ability to problem solve
- Correspondent to customer's via email
Office Manager
Oasis Management
Raleigh, NC
12.2016 - 08.2018
- Print out canteen tickets, separate tickets in order pertaining to county instructions
- Create spreadsheet for counties amounts for the week
- Compare spreadsheet & company spreadsheet to make sure the amounts match up
- Input information into UPS system to make a print out for overnight shipping for particular counties
- Place county tickets on table to be packed by the packers in the warehouse
- Place orders for inventory
- Sign for packages delivered & make sure it's checked into the system correctly
- Speak with county Admin if any problem arise
- Pack items into a bag from the tickets to be sent to the specific county
- Stock station with supplies to be packed & shipped
- Make sure the packers have everything needed to pack
- Point of contact for incoming deliveries & clients
- Supervised office staff
- Supported and trained staff
- Handled direct administrative issues
Receptionist/Switchboard Operator
Nextaf - Raleigh
Raleigh, NC
06.2016 - 08.2016
- Take & relay messages
- Assisted callers with questions
- Answered multiple lines & transferred the correct department
- Entered data into the system to be sent to the AP department
- Corrected invoices for the AP department if information was not correct
- Viewed statements to make sure they were in the system for processing
- Filed invoice in alphabetical order
- Entered data for invoices to be short paid
- Sent emails to the appropriate department with scanned invoices attached when product(s) quantities/amounts didn't add up
- Used company directory to find individuals extension numbers
Office Manager(Non Profit)
Southern Workers Organizing Committee
Durham, NC
10.2013 - 12.2015
- Manage the financial reports weekly, monthly, quarterly
- Filed new hire applications, health care forms, contracts, financial reports
- Maintained the inventory, office supplies
- Overseen reimbursements(mileage, expenses) & approved for processing
- Booked rental spaces for events, flights & rental cars
- Paid office bills
- Prepare & review operational reports & schedule to ensure accuracy & efficiency
- Set goals & deadlines for the department
- Manage leasing of facility space
- Plan, administer & control budget for contacts, equipment & supplies
- Ensure payroll are notified of changes to staff terms & conditions & act on management instructions & staff requests in a timely manner fashion
- Ensures information on all staff is correctly & regularly updated
- Cover aspects inputting absence
- Communicates with employees about their documentation & answers specific questions
- Submit/update health insurance changes
- Send, receive, pick up or drop packages from FedEx,UPS or USPS
Customer Service Representative
Paradise Sweepstakes
Raleigh, NC
10.2012 - 10.2013
- Issue receipts, refunds, credits, or change due to customers
- Assist customers by providing information & resolving their complaints
- Greet customers entering the establishment
- Answer customers questions & provide information on procedures or policies
- Count money in cash drawers at the beginning of shifts to ensure the amounts are correct & that there is accurate change
- Calculate total payments received during a time period & reconcile this with total sales
- Sort, count & wrap currency & coins
- Supervise others & provide on the job training
- Compute & record totals of transactions
- Compile & maintain non monetary reports & records
- Enter data into system for customer so that they are able to purchase internet gambling time
Call Center Customer Service Representative
Xerox Business Services, LLC
Cary, NC
08.2007 - 06.2012
- Received inbound calls from participants to help out with their questions & concerns
- Answered questions from participants concerning their 401k, pension, health & welfare
- Worked through multiple screens to ensure the participants needs were met
- Kept records of participants interactions, recording details of inquiries, complaints or comments as well as actions taken
- Check to insure that appropriate changes were made to resolve participants problems
- Refer unresolved participants grievances to designated departments for further investigation
- Review insurance policies terms to determine whether a particular loss is covered by insurance
- Contact participants to respond to inquiries or to notify them of claim investigation result or any planned adjustments
- Complete contract forms, prepare change of address records or issue service discontinuance
Education
Medical Coding - None
Wake Technical Community College
Raleigh, NC05-2003
Diploma - undefined
Pinecrest High School
Southern Pines, NC01-1996
Diploma - High school or equivalent
Hoke
Raeford, NC01-1995
Skills
Clerical experience
Customer service
Office Management
Concur Solutions
Documentation review
SAP
Conflict management
Research
QuickBooks
Accounts payable
HRIS
Live chat
Supervising experience
Copy, scan, fax
Tax experience
Payroll
Accounts Receivable
Clerical Experience
CRM software
Accounts receivable
Microsoft Access
Management
Travel Arrangements
Office management
Data Entry
Leadership
Bookkeeping
Workday
Accounts Payable
Salesforce
Human resources
Windows
Front Office
Product management
Cash handling
Quickbooks
Phone Etiquette
Front desk
Microsoft Office(Excel,Outlook, Word, OneDrive)
Typing
Certification
- Driver's License
- December 2022 to March 2031
Additional Information
Authorized to work in the US for any employer
Timeline
Customer Advocate
Paycor
10.2022 - Current
Client Services Specialist I
Primeritus Financial Services
08.2019 - 10.2023
Retention Specialist
Insight Pest Solutions
10.2018 - 08.2019
Office Manager
Oasis Management
12.2016 - 08.2018
Receptionist/Switchboard Operator
Nextaf - Raleigh
06.2016 - 08.2016
Office Manager(Non Profit)
Southern Workers Organizing Committee
10.2013 - 12.2015
Customer Service Representative
Paradise Sweepstakes
10.2012 - 10.2013
Call Center Customer Service Representative
Xerox Business Services, LLC
08.2007 - 06.2012
Medical Coding - None
Wake Technical Community College
Diploma - undefined
Pinecrest High School
Diploma - High school or equivalent
Hoke