Sonja' Edwards

• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.

• Daily Data entry & spreadsheets

• Inbound/Outbound calls, Time sensitive Online Chat & tickets

• Use of Knowledge Central search engines

• ALIS/ Genesys ( Phone System Software) , Citrix, Java

• Assisting employers and employees with Medical, Dental & Vision benefits, life insurance, Payroll, Payroll deductions, Medical Cobra Billing, 401K, and Retirement claims

• HIPPA Certified

• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Trained in Ring Central, Epic, Cherwell software.

• Data entry for patients Medical history and appointments

• Send and respond to patient emails & Live Chat

• Inbound/ Outbound call, IT ticket support and customer account troubleshoot

• HIPPA Certified

• Assist Claimants with filing new unemployment claims

• Assists in collecting program information to analyze

• Adjusting errors with claimant accounts - Adjudication

• Documentation Verification

• Provides information and guidance to employers and clients concerning IDES Employment Service programs
• Managed customer relations through communication and helpful interactions.

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Resolved customer service issues using company processes and policies and provided updates to customers.

• Trained in Excel, MS, Omni, TruCare, & Amysis

• 60-80 calls daily

• HIPPA Certified

• Medical benefits enrollment and case management

• Daily deep cleaning
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Trained in Opera, Excel, and Microsoft
• Daily organizing and cleaning.
• File night audit paperwork for full business day.
• Performed basic daily bookkeeping tasks.
• Collected room deposits, fees, and payments.
• Night Supervision over Hotel
• Maintained cleanliness and organization of front desk area.