Sonja Walker
Mound Bayou,Mississippi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TransCom
08.2019 - 05.2023
- Improved financial aid application processing times by implementing efficient tracking systems and streamlining workflows
- Enhanced student satisfaction with financial aid services by providing timely, accurate, and comprehensive information on available options
- Contributed to increased enrollment rates by ensuring students had access to necessary funding for their education
- Maintained compliance with federal and state regulations, conducting regular audits and reporting findings to relevant authorities
- Increased accuracy of financial aid awards by periodically reviewing and adjusting award packages based on changing circumstances or new information
- Collaborated with admissions department staff to streamline communication regarding financial aid offers for prospective students
- Communicated with prospective students to illustrate available financial aid opportunities
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards
- Provided financial aid counseling to enrolled and prospective students.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Health Insurance Rep
ResultsCX
07.2014 - 07.2018
- Improved customer satisfaction by efficiently addressing and resolving health insurance inquiries
- Streamlined claim processing for faster resolution and increased client satisfaction
- Enhanced team productivity by providing ongoing training and support to new hires
- Collaborated with healthcare providers to ensure accurate billing practices, reducing disputes and errors
- Assisted customers in navigating online portals or mobile applications for self-service options related to their health insurance accounts
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making
- Monitored changes in health insurance laws and regulations to verify continuous compliance
- Provided comprehensive customer service to drive client satisfaction.
Education
Associates Degree - Business Office And Systems Technology
Coahoma Community College
Clarksdale, MS05.2003
Certificate - Medical Insurance Billing And Coding
ITT TECHNICAL INSTITUTE
Houston, TX06.2006
Diploma - General Studies
John F Kennedy High School
Mound Bayou, MS05.1999
Skills
- Customer service
- Active listening
- Team Building
- Communication
- Product Sales
- Teamwork and Collaboration
- Written Communication
- Reliability
- Service Promotion
- Organizational Skills
- Team building
- Problem-Solving
- Effective Communication
- Microsoft Office
- Adaptability and Flexibility
- Order and Refund Processing
- Call Documentation
- Decision-Making
- Computer Skills
- Customer service orientation
- Adaptability
- Reading Comprehension
- Following scripts
- Inbound phone calls
- Resolving issues
- Appointment Scheduling
- Transaction Processing
- Call Control
- Customer Support
- Active Listening
- Order Fulfillment
- Customer Service
- Remote Office Availability
- Answering questions
- Calm and Professional Under Pressure
- De-Escalation Techniques
Personal Information
Title: Customer Service
Certification
SafeServ Certificate
Timeline
Customer Service Representative
TransCom
08.2019 - 05.2023
Health Insurance Rep
ResultsCX
07.2014 - 07.2018
Associates Degree - Business Office And Systems Technology
Coahoma Community College
Certificate - Medical Insurance Billing And Coding
ITT TECHNICAL INSTITUTE
Diploma - General Studies
John F Kennedy High School
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