Sonja Hooper
Penhook
Summary
Seasoned Customer Associate with 12 plus years of experience dedicated to providing the highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Health Advocate
10.2023 - Current
- Providing superior customer service via telephone (inbound & outbound) and through written email Chat communication, handling both New Members and Provider Carrier inquiries about members cases.
- .
Establish New Claims cases and Release of Information Medical forms applications from receipt to building the case. - Understand the intricacies of our processes and business model.
Process applications and corresponding paperwork and document any outstanding requirements. Apply Supporting documents to cases. Independently conduct initial review and make judgment and decisions that fall within prescribed policies and limits; know when to involve management for items outside scope of authority. Initiate telephone communication with and educate members regarding review results.
Manage cases with a sense of urgency, commitment to accuracy, and responsiveness; recognize high priority situations and respond accordingly.
Understand all aspects of our business and the full life cycle of a members inquiry from an email Chat or Inbound phone call
Work continuously on positive relationship development with external and internal members.
Communicate detailed and sometimes complex requirements and status updates to Staff regarding pending cases and financial and non-financial transactions, including claims.
Monitor personal work to verify accuracy and ensure compliance with company standards and regulations, including understanding all changes ( - Exceeding individual quality and productivity metrics.
- Use comprehensive knowledge of Medical forms, Medical Benefits, Employee Assistance Programs, Medicare, Therapy Counseling, Legal assistance, government regulations, and departmental policies and procedures to provide support to New member Specialists and other departments as situations warrant.
Conduct application analysis on all products, while maintaining detailed notes/accounts of any changes or progress on cases. - Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
Notary Public of Virginia
Mobile Public Notary Self Employed
07.2020 - Current
- Checked documents for accuracy and correct signing before notarizing.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Checked documents and identifying credentials for all parties.
- Maintained up-to-date knowledge of state laws and regulations, ensuring full compliance during every transaction.
- Examined documents for accuracy, completion and compliance before notarizing.
Customer Service Representative
Arise Self Employed
05.2013 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
BBA - Business Accounting
New River Community College
Dublin, VA01.2017
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Complex Problem-Solving
- Product Knowledge
- Sales closing
- Quality Assurance
- Appointment Scheduling
- Computer Skills
- Calm Under Pressure
- Work Prioritization
- Policies and Procedures Adherence
Certification
- CNP - Certified Notary Public 07/07/2020 to 12/31/2028
- Licensed Life, Health, and Annuities Producer 09/20/2024 to 12/31/2025
Timeline
Customer Service Associate
Health Advocate
10.2023 - Current
Notary Public of Virginia
Mobile Public Notary Self Employed
07.2020 - Current
Customer Service Representative
Arise Self Employed
05.2013 - 09.2023
BBA - Business Accounting
New River Community College
- CNP - Certified Notary Public 07/07/2020 to 12/31/2028
- Licensed Life, Health, and Annuities Producer 09/20/2024 to 12/31/2025
Similar Profiles
Jonathan Trippett, MD BCMASJonathan Trippett, MD BCMAS
Regional Project Coordinator at Health AdvocateRegional Project Coordinator at Health Advocate
Melissa YerdonMelissa Yerdon
Claims Specialist at Health AdvocateClaims Specialist at Health Advocate
RENEE ROSE-MARTINEZRENEE ROSE-MARTINEZ
Benefit Associate at Health AdvocateBenefit Associate at Health Advocate