Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Assessments
Timeline
Generic

Sonja Hutcherson

Phenix City,AL

Summary

Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Cigna Healthcare
Remote
08.2023 - Current
  • Handle inquiries about patient medications and benefit offerings, while providing the necessary tools for customers to manage their healthcare effectively
  • Play a crucial role in empowering customers to take control of their own healthcare and ultimately support them in living healthier lives
  • Also, processed accurately and effectively
  • Work in a routine environment reviewing claims submissions from healthcare professionals, customers, and clients for reimbursement of services provided
  • By providing timely assistance, contribute to helping customers maintain their health, well-being, and sense of security.

Customer Service Representative/Sales

VXI Global Solutions (Call Center)
Atlanta, GA
01.2021 - 07.2022
  • Responsible for handling customer questions, complaints, sales, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
  • Offer alternative solutions where appropriate with the objective of retaining customer's business
  • Handle business transactions in connection with activation of new customer accounts on a computer terminal
  • Communicate with customers using web-based tools and demonstrate the associated proficiency in typing and grammar
  • Make financial decisions to protect/collect revenues and adjust customer accounts
  • May be required to achieve a sales quota
  • Have broad working knowledge of company's best practices and operations
  • Demonstrate continued and consistent proficiency in most of the skill sets utilized within the Call Center.

Web Chat Representative

Afni (Call Center)
Opelika, AL
02.2019 - 03.2020
  • Interact with customers via live chat
  • No phone calls
  • No high-pressure sales tactics
  • Help customers that are shopping for cell phone products and services, share the features and benefits of purchasing with the top nationwide provider, close the sale, and place the order.

After School Teacher

Childcare Network
Columbus, GA
09.2018 - 02.2019
  • Plan, teach, and implement the curriculum for all children from infants through preschool children
  • Provide love and quality care for the children throughout the day in order to meet their emotional and physical needs
  • Plan and execute indoor and outdoor experiences appropriate to the developmental levels of the children
  • Interact with children both physically and verbally throughout the day
  • Assist children with their personal hygiene and clean up of the classroom
  • Serve and eat meals with the children
  • Meet with parents, staff, and administration
  • Attend in-service and staff development training programs
  • Familiarity with state licensing requirements and CNI policies.

Sales Associate Customer Loyalty Group

Convergys (Call Center)
Columbus, GA
07.2017 - 11.2017
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
  • Understand the customer needs and requirements and present solutions
  • Ability to build rapport and respond to all customer inquiries and requests
  • Ability to use effective listening skills, communicate with clarity, and maintain an attitude that conveys respect, assistance, honesty, and resourcefulness
  • Ask probing questions to define customer needs/concerns
  • Provide accurate and complete responses to customers in an easily understood language
  • Educate customers on DTV products and services
  • Be on time and follow assigned work schedules
  • Follow all work policies and procedures mandated by the management staff
  • Utilize appropriate escalation process when required
  • Successfully pass background check and drug screen
  • Demonstrate proficiency in navigating Windows Operating System, including the ability to launch applications, browse and search for files, save and store files, and reboot a computer
  • Have a fundamental understanding of Internet usage and web technology
  • Able to verbally provide functional and navigational support to the customers while appropriately logging the call
  • Assess ability to adapt and communicate effectively with people from a diverse background
  • Ability to communicate clearly using standard North American business communications language preferred
  • Strong positive customer service-oriented
  • Dependable with proficient attention to detail
  • Excellent listening and responding skills while demonstrating empathy.

Sales Associate

AutoNation Chrysler Dodge Jeep Ram
Columbus, GA
01.2017 - 05.2017
  • Understand automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles
  • Develop buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions
  • Qualify buyers by understanding buyer's requirements and interests; matching requirements and interests to various models; building rapport
  • Demonstrate automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services
  • Close sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; collect payment; deliver automobile
  • Provide sales management information by completing reports
  • Update job knowledge by participating in educational opportunities; reading professional publications
  • Enhance dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Assembler

Panasonic
Columbus, GA
04.2016 - 11.2016
  • Assemble batteries

Hostess

Applebee's Neighborhood Grill & Bar
Birmingham, AL
03.2014 - 05.2014
  • Answered telephone calls and responded to inquiries
  • Assigned patrons to tables suitable for their needs and according to rotation
  • Assisted diners with obtaining food from buffet/serving table as needed
  • Greeted each customer with friendly eye contact
  • Helped with preparation, set-up, and service for catering events
  • Swept floors
  • Took food orders and relayed orders to kitchens or serving counters
  • Trained new employees
  • Wiped tables and seats with dampened cloths and replaced dirty tablecloths
  • Emptied garbage to dump site
  • Scraped and stacked dirty dishes and carried dishes and other tableware to kitchens for cleaning
  • Served ice water, coffee, rolls, and butter to patrons
  • Served wine and bottled or draft beer
  • Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
  • Set dining tables according to the type of event and service standards.

Team Member

Fitch Auto Collision
York, AL
06.2010 - 07.2012
  • Fill in cracks
  • Review work orders and discuss them with supervisors
  • Wet/dry/sand car parts
  • Greet customers entering the store to ascertain what each customer wanted or needed
  • Politely assist customers in person and via telephone
  • Keep up with invoices and receipts
  • Keep car garage clean
  • Keep the office and restrooms clean.

Car Hop

Sonic Drive-In
Livingston, AL
04.2008 - 11.2009
  • Consistently provide friendly guest service and heartfelt hospitality
  • Promptly and empathetically handle guest concerns and complaints
  • Greet customers and provide excellent customer service
  • Pleasantly and courteously interact with customers
  • Maintain high standards of customer service during high-volume, fast-paced operations
  • Prepare fountain drinks and ice cream items
  • Handle currency and credit transactions quickly and accurately
  • Follow food safety procedures according to company policies and health and sanitation regulations
  • Strictly follow all cash, security, inventory, and labor policies and procedures
  • Store food in designated containers and storage areas to prevent spoilage or cross-contamination
  • Maintain a clean and safe environment, including in the bathrooms, parking lot, dumpster, and sidewalk
  • Report to all shifts wearing a neat, clean, and unwrinkled uniform
  • Report to each shift on time and ready to work
  • Perform all position responsibilities accurately and in a timely manner
  • Communicate openly and honestly with the management team during each shift to ensure it runs smoothly
  • Routinely move and stock food products weighing up to 20-30 pounds
  • Diligently restock work stations and display cases
  • Immediately inform supervisors when supplies are low or if equipment is not functioning properly.

Education

High School Diploma -

Sumter County High School
06-2007

Skills

  • CPR
  • Negotiation
  • Assembly
  • Catering
  • Customer service
  • Teaching
  • Food handling
  • Driving
  • Food safety
  • Sales
  • Stocking
  • Windows
  • Dealership experience
  • Warehouse experience
  • Childcare
  • Live chat
  • Operating systems
  • Hospitality
  • Host/hostess experience
  • Time management
  • Sales management
  • Coffee experience
  • Guest services
  • Typing
  • Microsoft Office
  • Communication skills
  • Customer support
  • Scheduling
  • Data Entry
  • Product Knowledge
  • Data Collection
  • Paperwork Processing
  • Information Security
  • Account Updating
  • Appointment Scheduling
  • Call Management
  • Customer Service
  • Research
  • Follow-Up Skills
  • Filing
  • Medical Terminology Knowledge
  • Professional Telephone Demeanor
  • Courteous Demeanor
  • Service Upselling
  • Problem-Solving Abilities
  • Document Control
  • Microsoft Outlook
  • Reading Comprehension
  • Conflict Resolution
  • Researching
  • Complaint Handling
  • Positive and Professional
  • Microsoft Office Suite
  • Shipping and Receiving Understanding
  • Problem Resolution
  • Clerical Support
  • Order Processing
  • Quality Assurance Controls
  • Building Rapport
  • Office Equipment Proficiency
  • Dispute Resolution
  • Prioritization
  • Product Sales
  • Materials Transport
  • Critical Thinking
  • High-Energy Attitude
  • Customer Relationship Management (CRM)
  • Computer Proficiency
  • System Implementation
  • Typing Proficiency
  • Customer Relations
  • Microsoft PowerPoint
  • Spreadsheets
  • Active Listening
  • Technical Support
  • Credit Card Payment Processing
  • Call Center Operations
  • Microsoft Excel

Certification

Driver's License

Additional Information

Experienced fast food worker wanting to become part of a dynamic team within your company. Also, have some sale associate experience. Very focused on greeting all customers in a friendly, welcoming manner. Able to work in continuously-standing position for four or more hours. Willing to work late hours. Works well as part of a team. Able to keep a clean and sanitary work station. Able to lift 20-25 pounds. Friendly and helpful. Flexible schedule availability

Assessments

  • Administrative assistant/receptionist, Proficient, 06/01/23, Using basic scheduling and organizational skills in an office setting
  • Customer service, Proficient, 06/01/22, Identifying and resolving common customer issues
  • Work style: Reliability, Proficient, 07/01/22, Tendency to be reliable, dependable, and act with integrity at work
  • Work style: Conscientiousness, Proficient, 07/01/22, Tendency to be well-organized, rule-abiding, and hard-working
  • Attention to detail, Proficient, 05/01/23, Identifying differences in materials, following instructions, and detecting details among distracting information
  • Retail customer service, Proficient, 05/01/23, Responding to customer situations in a retail setting
  • Work motivation, Proficient, 06/01/22, Level of motivation and discipline applied toward work
  • Spreadsheets with Microsoft Excel, Proficient, 06/01/22, Knowledge of various Microsoft Excel features, functions, and formulas
  • Technical support: Customer situations, Proficient, 10/01/22, Responding to technical support situations with sensitivity
  • Sales skills, Proficient, 04/01/22, Influencing and negotiating with customers
  • Basic computer skills, Proficient, 10/01/22, Performing basic computer operations and troubleshooting common problems
  • Call center customer service, Proficient, 06/01/22, Demonstrating customer service skills in a call center setting
  • Customer focus & orientation, Proficient, 06/01/22, Responding to customer situations with sensitivity

Timeline

Customer Service Representative

Cigna Healthcare
08.2023 - Current

Customer Service Representative/Sales

VXI Global Solutions (Call Center)
01.2021 - 07.2022

Web Chat Representative

Afni (Call Center)
02.2019 - 03.2020

After School Teacher

Childcare Network
09.2018 - 02.2019

Sales Associate Customer Loyalty Group

Convergys (Call Center)
07.2017 - 11.2017

Sales Associate

AutoNation Chrysler Dodge Jeep Ram
01.2017 - 05.2017

Assembler

Panasonic
04.2016 - 11.2016

Hostess

Applebee's Neighborhood Grill & Bar
03.2014 - 05.2014

Team Member

Fitch Auto Collision
06.2010 - 07.2012

Car Hop

Sonic Drive-In
04.2008 - 11.2009

High School Diploma -

Sumter County High School

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Sonja Hutcherson