Summary
Overview
Work History
Education
Skills
Contact
Personal Information
Timeline
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Sonja Harrell

Oakland,Kentucky

Summary

Hardworking and ambitious inventory team leader, looking to further career. Through a combination of course study, practical hands-on experience and life-earned soft skill sets, I would make a valuable asset to any organization. 3 years total experience in logistics, supply chain and receiving management. Over 15 years of customer service and problem solving, peer counseling and team building. Skilled in securing and managing vehicles, weapons and ammunition. Effectively managed and entrusted with more than $500 Million dollars in equipment. Effective at maintaining organized and mission-ready supplies and equipment. Bringing an understanding of Army practices and ability to adapt to changing conditions with ease. Technologically proficient and coordinated with a diligent and reliable personality. Knowledgeable and dedicated customer service professional with experience in retail and the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Provider Services Representative

Senture LLC.
01.2023 - Current
  • Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
  • Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
  • Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
  • Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to providers.
  • Collaborated with cross-functional teams to resolve complex provider issues, resulting in improved provider relations.
  • Increased efficiency by accurately entering provider data into company systems and databases.
  • Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
  • Enhanced departmental efficiency with thorough knowledge of insurance guidelines and medical terminology.
  • Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
  • Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
  • Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
  • Increased accuracy by diligently reviewing and verifying patient eligibility, coverage, and benefits information.
  • Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
  • Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
  • Prevented delays in care delivery by proactively identifying potential issues during the pre-authorization process and seeking clarification from providers when needed.
  • Facilitated smooth transitions between different levels of care by coordinating required authorizations for patients moving from one service setting to another.

Customer Service Associate

DOLLAR GENERAL-SMITHS GROVE
07.2022 - 01.2023
  • Respond promptly and professionally to incoming customer inquiries in person or by telephone
  • Maintain an updated knowledge of the organization's products, services, and customer service policies
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
  • Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
  • Participate in training opportunities provided by the organization
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs
  • Greets customers when they enter the establishment
  • Use cash registers to scan goods being purchased and charge customers
  • Taking payments from customers and providing them with the appropriate change when applicable
  • Keeping track of transactions and noting any discrepancies
  • Stock incoming product daily.

Customer Service Manger

TRUETRADER LLC.-SHERIDAN, WY
02.2020 - 03.2022
  • Supervising day-to-day operations in the customer service department
  • Responding to customer service issues in a timely manner
  • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
  • Maintaining accurate records and documenting all customer service activities and discussions
  • Staying informed on the latest industry techniques and methods
  • Manage customer accounts and memberships
  • Responsible for over $12 million dollars in accounts.

Assistant Manager

UNDER ARMOUR-WOODSTOCK, GA
10.2019 - 02.2020
  • Ensuring company policies are followed
  • Hiring, training and developing new employees
  • Resolving customer issues to their overall satisfaction
  • Providing leadership and direction to all employees
  • Preparing and presenting employee reviews
  • Working closely with the store manager to lead staff
  • Overseeing retail inventory
  • Assisting customers whenever necessary
  • Ensuring that health, safety, and security rules are followed
  • Taking disciplinary action when necessary
  • Ensuring a consistent standard of customer service
  • Motivating employees and ensuring a focus on the mission
  • Maintaining merchandise and a visual plan
  • Maintaining stores to standards, including stocking and cleaning
  • Completing tasks assigned by the general manager accurately and efficiently
  • Supporting store manager as needed.

Customer Service Representative

HSN INC.-SAINT PETERSBURG, FL
07.2013 - 04.2019
  • Trained three to four new employees each quarter in procedures and policies in order to maximize team performance
  • Addressed customer service inquiries quickly and accurately
  • Consulted with upset customers to determine best methods to resolve service and billing issues
  • Upheld privacy and security requirements established by federal regulatory agencies
  • Reviewed customer data to assess current issues and determine eligibility for potential solutions
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
  • Maintained revenue streams by exhausting every option before offering refunds on escalated calls
  • Reviewed account and service histories to identify trends and unaddressed issues
  • Resolved average of 800+ inquiries per week to consistently meet performance benchmarks in all areas, including speed, accuracy and volume
  • Assisted approximately twenty to thirty customers each hour with product or service questions
  • Communicated with supervisors to escalate customer concerns, store issues and inventory requirements
  • Met or exceeded revenue objectives by promoting products to customers during service, account and sales calls
  • Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.

Unit Supply Specialist

FLORIDA ARMY NATIONAL GUARD
12.2009 - 10.2013
  • Maintained team safety with through diligent observation and timely action on concerns
  • Performed inventory counts daily and during deployment to document all unit equipment
  • Updated daily logs in PBUSE to meet internal standards and regulatory demands
  • Managed supply requests, movements and preservation of group supplies
  • Prepared section documentation for all supply- and equipment-related activities
  • Documented results of each inspection and reported non-conforming parts
  • Supervised automated tracking program for unit supplies
  • Performed basic maintenance and repairs to maintain optimal well performance
  • Completed daily well checks, including measuring tanks and recording usage
  • Maintained record of zero losses for over $1 million worth of issued gear
  • Inspected unit equipment and kept detailed records of functionality, maintenance and inventories
  • Logged weapons use with 100% accuracy over 3 years
  • Unloaded incoming products weighing up to 50 pounds off trucks, moved boxes to staging area, sorted items and transported to final storage locations
  • Completed product assembly according to standardized procedures
  • Inspected finished products for quality and adherence to customer specifications
  • Budgeted and allocated funds once a month to manage sustainment services and supply requirements
  • Maintained rifles, machine guns, cs gas, gas masks, and accounted for all weapons
  • Trained in combat, life savings techniques and conducting physical exams
  • Effective decision-maker in high-pressure environments
  • Conducted inspections of facility biannually
  • Controlled assets including vehicles, communications and equipment valued over $500 million
  • Maintained complete accountability during deployment of all sensitive items and communication equipment
  • Managed receipt, storage and issue of ammunition processes
  • Mitigate workflow downtime by maintaining complete accountability of all assigned equipment
  • Processed multiple documents per month for lost, destroyed and stolen items
  • Planned and assembled training and logistics packets for deployments
  • Letter of recommendation from former Army supervisor available upon request.

Education

SOME COLLEGE (NO DEGREE) - UNIT SUPPLY AND LOGISTICS

ARMY QUARTERMASTER CENTER AND SCHOOL - FORT LEE, VA
06.2010

Skills

  • Call center experience
  • HIPAA Compliance
  • Data entry proficiency
  • Provider Relations
  • Healthcare Industry Knowledge
  • Customer Service
  • Call Documentation
  • Call Metrics
  • Multitasking Abilities
  • Attention to Detail
  • Computer Skills
  • Problem-solving aptitude

Contact

sandsharrell@gmail.com, 678-591-7695

Personal Information

Title: CUSTOMER SERVICE

Timeline

Provider Services Representative

Senture LLC.
01.2023 - Current

Customer Service Associate

DOLLAR GENERAL-SMITHS GROVE
07.2022 - 01.2023

Customer Service Manger

TRUETRADER LLC.-SHERIDAN, WY
02.2020 - 03.2022

Assistant Manager

UNDER ARMOUR-WOODSTOCK, GA
10.2019 - 02.2020

Customer Service Representative

HSN INC.-SAINT PETERSBURG, FL
07.2013 - 04.2019

Unit Supply Specialist

FLORIDA ARMY NATIONAL GUARD
12.2009 - 10.2013

SOME COLLEGE (NO DEGREE) - UNIT SUPPLY AND LOGISTICS

ARMY QUARTERMASTER CENTER AND SCHOOL - FORT LEE, VA

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