Sonja Brackett
Gainesville,GA
Summary
Dynamic professional with a proven track record excelling in quality assurance and cross-functional collaboration. Skilled in technical troubleshooting and optimizing workflows, I enhance client satisfaction and drive operational efficiency. Adept at leveraging customer relationship management to deliver impactful results and foster strong client connections.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fun Expert
Carnival Cruise Line
Gainesville, GA
2025.03 - 2025.07
- Resolved technical issues for guests and travel advisors, ensuring prompt support.
- Troubleshot user-facing problems and escalated complex issues to IT for swift resolution.
- Processed pre-sale transactions, Fun Shop inquiries, and gift orders with high accuracy.
- Assisted travel advisors in creating online profiles and managing bookings effectively.
Independent Travel Advisor
1231 Travel
Gainesville, GA
2022.11 - 2025.03
- Designed travel budgets and timelines through consultations with clients to create customized vacation plans.
- Maintained accurate CRM records while promoting value-added services to boost client satisfaction.
Buyer Advisor/Licensed Real Estate Agent
Zillow
Gainesville, GA
2021.08 - 2022.12
- Facilitated over 30 daily client interactions through various communication channels, enhancing engagement.
- Guided homebuyers in selecting properties aligned with preferences and financial objectives.
- Educated clients on available programs, boosting understanding and improving conversion rates.
Implementation/Call Quality Specialist
T-Mobile
Atlanta, GA
2017.08 - 2021.08
- Managed enterprise MAC orders while ensuring compliance with service level agreements.
- Coordinated activation and disconnection workflows using proprietary systems.
- Collaborated with cross-functional teams to troubleshoot escalations and reduce rework.
- Conducted quality assurance evaluations and coaching sessions to improve call quality.
- Provided feedback to team members on effective call handling techniques.
- Developed training materials to boost agent skills and performance.
Mortgage Disclosure Associate
Homestar Financial Corporation
Flowery Branch, GA
2016.09 - 2017.07
- Monitored loan pipeline to ensure accuracy and completeness of applications.
- Contacted borrowers to confirm intent to proceed and gather missing information.
- Reviewed mortgage applications in Encompass and prepared initial disclosures per TILA-RESPA regulations.
Medical Service Representative
Liberty Mutual Insurance
Gainesville, GA
2015.03 - 2016.09
- Reviewed workers' compensation claims to assess coverage eligibility and compliance with policies.
- Identified cost-saving opportunities through precise liability assessments and proactive claim management.
Office Coordinator/Sales Support Specialist
Sherry Franklin & Associates
Cornelia, GA
2014.07 - 2015.01
- Maintained accurate CRM data to facilitate benefit enrollment processes.
- Coordinated office operations and procedures to enhance organizational effectiveness.
- Delivered comprehensive administrative support across all departments as needed.
- Assisted with onboarding new employees, offering training on office procedures.
- Provided technical support to improve workflow efficiency and productivity.
- Enhanced client satisfaction through effective administrative assistance and communication.
Education
Associate Degree - Business Marketing & Sales
The University of Toledo
Toledo, OHCertificate - Medical Front Office
Lanier Technical College
Oakwood, GASkills
- Customer relationship management
- Analytical skills for data insights
- Support for SaaS solutions
- Technical troubleshooting and resolution
- Optimization of processes and workflows
- Quality assurance practices
- Cross-functional collaboration
Certification
Georgia Real Estate License (Salesperson), Georgia Real Estate Commission (GREC), License #354900 (Active)
Timeline
Fun Expert
Carnival Cruise Line
2025.03 - 2025.07
Independent Travel Advisor
1231 Travel
2022.11 - 2025.03
Buyer Advisor/Licensed Real Estate Agent
Zillow
2021.08 - 2022.12
Implementation/Call Quality Specialist
T-Mobile
2017.08 - 2021.08
Mortgage Disclosure Associate
Homestar Financial Corporation
2016.09 - 2017.07
Medical Service Representative
Liberty Mutual Insurance
2015.03 - 2016.09
Office Coordinator/Sales Support Specialist
Sherry Franklin & Associates
2014.07 - 2015.01
Associate Degree - Business Marketing & Sales
The University of Toledo
Certificate - Medical Front Office
Lanier Technical College