Sonja L. Hines
Pearland
Summary
Dedicated and experienced call center professional with 22 years of expertise in customer service and team leadership. Proven ability to resolve complex customer issues with patience, kindness, and efficiency. Adept at supporting managerial operations, advocating for employees as a Union Steward for 21 years, and fostering a positive work environment. Committed to delivering exceptional customer experiences and driving operational success.
Overview
25
25
years of professional experience
Work History
License and Permit Specialist
Department of Public Safety
Houston, TX
01.2023 - Current
- Identified opportunities for process improvements within the department by analyzing trends in common application errors.
- Handled permit-related inquiries from the public in a professional manner, providing accurate information and directing individuals to appropriate resources when necessary.
- Maintained detailed records of permits issued, fees collected, and inspection results for accurate reporting and analysis purposes.
- Performed routine data entry or document management.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
Revenue Management Representative
AT&T Call Center (Retired)
Houston, TX & FT Worth, TX
05.2000 - 11.2022
- Managed day-to-day operations related to revenue management including order entry, invoicing and billing.
- Bankruptcy Specialist: personal and commercial
- Assisted customers in navigating bankruptcy processes, ensuring compliance with regulations and providing clear, supportive guidance.
- Fraud Analyst:
- Proven ability to identify fraudulent activity, conduct investigations, and implement effective prevention strategies.
- Adept at analyzing complex financial transactions, ensuring compliance with regulatory standards, and providing insightful recommendations to mitigate risk.
- Assisted in developing long-term strategic plans focused on continuous improvement and growth within the revenue management function.
- Developed comprehensive understanding of company''s product offerings, enabling effective cross-selling strategies that maximized overall revenue potential.
- Developed strong relationships with key clients, ensuring their needs were met while maximizing revenue opportunities.
Education
No Degree - Criminal Science
Tarrant County College
Fort Worth, TXNo Degree - Criminal Justice
University of North Texas
Denton, TXSkills
- Proficient in Microsoft Office
- Document analysis
- Teamwork and collaboration
- Client support
- Analytical problem-solving
- Detail-oriented approach
- Effective multitasking
- Consistent reliability
- Strong verbal communication
- Effective organizational skills
- Effective listening
- Clear communication
- Cash management
- Coordinating appointments
- Ethical professionalism
- Accurate data entry
- Effective task prioritization
- Intrinsic motivation
- Proficient in computer applications
- Effective interpersonal communication
- Effective public speaking
- Process optimization
- Professional phone communication
- Conflict resolution
- Data accuracy assessment
Affiliations
- Communication Workers of America
- CWA Steward
- Pioneer Member
- Women of AT&T
Timeline
License and Permit Specialist
Department of Public Safety
01.2023 - Current
Revenue Management Representative
AT&T Call Center (Retired)
05.2000 - 11.2022
No Degree - Criminal Science
Tarrant County College
No Degree - Criminal Justice
University of North Texas