Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Sonja Hines

Pearland,TX

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, advocation for employees as a Union Steward for 21 years, and fostering a positive work environment. Committed to delivering exceptional customer experience and driving operational success.

Overview

25
25
years of professional experience

Work History

License and Permit Specialist III

Department of Public Safety
01.2023 - Current
  • Receives and reviews license and permit applications, revisions, and renewals; and administers oaths as necessary.
  • Provides information and testimony for the Department in administrative, driver improvement, safety responsibility, and judicial hearings as necessary in prosecution of criminal cases and administrative hearings.
  • Investigates applications for Minor Restricted Driver License, makes decisions on whether to approve or deny applications, and investigates drivers with questionable records or who make possible false statements.
  • Conducts prescribed comprehensive examinations according to established policies to determine qualifications/limitations. Observers applicant during road test, independently scores applicant's abilities, and informs applicant in person of pass/fail status. Suggests methods of improvement and/or informs applicant of deficiencies/inadequacies in driving skills. Recommends official actions to correct/rehabilitate drivers whose performance needs to be improved. Recommends the un-licensing of unsafe drivers. Accepts official responsibility for such recommendations.
  • Investigates applications for Minor Restricted Driver License, makes decisions on whether to approve or deny applications, and investigates drives with questionable records or who make possible false statements.
  • Answers general questions pertaining to applications for various types of driver licenses and identification cards, questions pertaining to traffic laws, driver license, commercial driver license, and safety responsibility laws, driver education, driver improvement, insurance requirements voter's registration, organ donation, Department employment, and other Department and state agency services. Advises applicants of suspensions, cancellations and revocations, and advises how to qualify.

Revenue Management Rep/Bankruptcy Specialist/Fraud Analyst

AT&T Call Center (Retired)
05.2000 - 11.2022
  • Managed day-to-day operations related to revenue management including order entry, invoicing and billing.
  • 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.
  • Bankruptcy Specialist: Personal and Commercial
  • Assisted customer 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



Education

High School Diploma -

Paul L Dunbar
Ft Worth, TX

University of North Texas
Denton, TX

Skills

  • Skilled in software applications
  • Collaborative teamwork
  • Efficient task management
  • Effective communication
  • Active listening
  • Professional ethics

Affiliations

  • Communication Workers of America, CWA Steward, Women of AT&T

Timeline

License and Permit Specialist III

Department of Public Safety
01.2023 - Current

Revenue Management Rep/Bankruptcy Specialist/Fraud Analyst

AT&T Call Center (Retired)
05.2000 - 11.2022

High School Diploma -

Paul L Dunbar

University of North Texas

Similar Profiles

CREATE PROFILE
Sonja Hines