Sonja Miller
Covington,GA
Summary
Customer service professional with over 10 years of
Knowledgeable customer service representative with strong background in customer service and issue resolution, consistently achieving high customer satisfaction ratings. Demonstrated ability to handle high call volumes efficiently while maintaining positive and professional demeanor. Proven skills in active listening and problem-solving, ensuring customer concerns are addressed promptly and effectively.
Overview
9
9
years of professional experience
Work History
Contact Center Agent
Associated Eye Care
Stillwater, Minnesota
08.2023 - 07.2025
- Facilitated patient appointment scheduling and inquiry management.
- Provided detailed information about eye care services and procedures.
- Handled patient concerns with empathy and effective communication skills.
- Utilized call center software to document interactions accurately.
- Collaborated with medical staff to coordinate patient care seamlessly.
- Maintained accurate records of patient interactions and follow-ups.
- Adhered to quality assurance standards when handling calls.
- Participated in team meetings providing updates on progress towards goals.
- Answered incoming customer inquiries via telephone and email.
- Greeted customers warmly and ascertain problem or reason for calling.
- Monitored performance metrics such as average handle time and first call resolution.
- Navigated through computer systems to review information and respond appropriately to callers.
Customer Service Representative
PC's for People
Saint Paul, MN
03.2022 - 03.2023
- Exceeded quantitative metrics on customer satisfaction, customer retention, and email inquiry volume
- Grew existing customer accounts by 1.5% through exceptional customer service skills on outbound call campaign and effective resolution techniques
- Actively maintained and updated customer accounts with eligibility documents
- Quickly triaged incoming calls, and escalated emails when necessary, reducing the average handle time to a positive resolution
- Actively worked to display a courteous and empathetic attitude to customers
- Renewed affordable connectivity benefits and subscription to continue services available
- Walked client through initial setup of computers and hotspot
Collector
Target Corporation
Brooklyn Center, MN
11.2019 - 12.2020
- Negotiate Payment of Debt on inbound and outbound calls
- Maintained a knowledge base of the evolving product offerings
- Conduct over the phone interview regarding reason for delinquency
- Maintained up-to-date customer records in CRM while interacting with customers across email and phone
- Input client's data into computer system
- Navigate through different computer screens
Customer Loan Processor
Ditech Financial, LLC
St. Paul, MN
07.2016 - 04.2018
- Maintain close communication with customers and internal partners to ensure proper and timely processing
- Determine appropriate documentation as required by processing option, DU, or other automated underwriting evaluation tools
- Review and calculate monthly income documents provided. Perform a thorough review and analysis of borrower's credit, employment and assists as required by DU or loan programs before submitting the file to the underwriter. Assume conditions that may be needed prior to the file being reviewed by the underwriter
- Record and analyze all incoming information to ensure guideline compliance and evaluate loan feasibility
- Send written requests or make phone calls to customers, title company, attorney, realtor and other third parties to obtain additional information required to fulfill the loan. When applicable facilitate the ordering of FHA case numbers, PMI Certificate, Condominium Questioners, Insurance documentation, Payoff Statements, Subordinations and work with other third-party vendors to obtain clear titles
Education
Bachelor of Science - Paralegal Studies
National American University
RosevilleRoseville
Skills
- Customer relationship management
- Customer service and satisfaction
- Empathy and courtesy
- Attention to detail
- Microsoft Office proficiency
- Team collaboration
- Oral and written communication
- Problem-solving
- Adaptability and flexibility
- Self-control and composure
- Effective listening
- Time management
Timeline
Contact Center Agent
Associated Eye Care
08.2023 - 07.2025
Customer Service Representative
PC's for People
03.2022 - 03.2023
Collector
Target Corporation
11.2019 - 12.2020
Customer Loan Processor
Ditech Financial, LLC
07.2016 - 04.2018
Bachelor of Science - Paralegal Studies
National American University