Sontia Ackerman
Bristol,CT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
CSR
Trumpf Inc
02.2023 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Benefits Verification Specialist
Continuum Global Solutions
07.2022 - 12.2022
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
- Warmly greeted all patients, insurance company representatives and personnel, whether in person or on telephone.
- Contacted insurance companies to determine levels of coverage and benefits information for patients.
- Asked appropriate questions to obtain information necessary for patient paperwork.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Updated patient records with accurate, current insurance policy information.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Personal Shopper
Instacart
09.2018 - 06.2020
- Personal shoppers provide expert advice and give their highest level of customized and personal customer service possible to individual shoppers.
- By giving personalized attention and providing advanced knowledge of products, services, and trends
- Personal shoppers become trusted consultants for shoppers who want an enhanced buying experience.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Tracked substitutions and informed customers of changes.
- Loaded and unloaded orders at customer's homes or locations.
- Developed professional relationships with customers to establish repeat business and increase trust.
Barista
TemPositions Group
05.2019 - 09.2019
- Specialized in making different coffee drinks, espresso, cappuccino, lattes, a variety of teas, and smoothies
- Had to restock and replenish a variety of condiments
- Clean at end of shit to be ready for next day.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
Cafeteria Worker
Flix Compass Group
08.2018 - 12.2018
- Required to setup breakfast, lunch, and dinner, for retreats on weekend events serve meals and also setup coffee break rooms for meetings.
- Open and close register, count drawer for deposit at end of shift
- Maintained adequate supplies of clean linens, utensils, glassware, dishes, or trays Accepted payment from customers in different forms such as cash, credit cards, or debit cards, and made change as necessary.
- Greeted customers entering our establishment and maintained communication throughout our increased ordering process.
Banquet Server
121 Inflight Catering
09.2017 - 09.2018
- Set up banquet tables and chairs based on event requirements.
- Carried out professional service, retaining polite and friendly approach at all times.
- Provided friendly, courteous service to create memorable moments for guests.
- Arranged linens and table settings according to seating plan and event theme.
- Performed opening and closing duties for banquet hall, following checklist to restock supplies and clean up all service areas.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Worked with banquet manager to coordinate event set up and schedule.
- Maintained event cleanliness during service by promptly clearing dishes after each course.
- Adhered to all health and safety regulations while serving food and beverages.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Inspected kitchens to observe food preparation quality and service, food appearance, and cleanliness of production and service areas.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
- Placed orders to restock items before supplies ran out.
- Maintained well-organized mise en place to keep work consistent.
- Worked with chef to prepare daily food specials and other supplies.
- Prepared food orders to support waitstaff and other team members.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Prepped ingredients using blenders, mixers and slicers to achieve recipe requirements.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Worked on salads, desserts and meat preparation to increase kitchen speed.
- Seasoned and cooked food according to recipes or personal judgment and experience.
- Monitored food quality and temperature for safe consumption.
- Plated and garnished dishes for uniform presentation standards.
- Followed food safety practices and sanitation guidelines.
Wireless Sales Supervisor
TROC
10.2015 - 04.2016
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Promoted exceptional customer service by engaging clients on sales floor.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Mentored team members to enhance professional development and accountability in workplace.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Checked store merchandise regularly for proper display and replenishment.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
Wireless Sales Manager
Universal Wireless Inc
04.2013 - 10.2015
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
- Performed in-store product demonstrations at assigned events.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Retail Customer Sales Associate
Tarry Market
03.2011 - 04.2013
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Informed customers about special promotions and provided detailed information for various products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
Front Office Assistant
Mike's Auto Repair & Service
08.2009 - 11.2010
- Planograms Conferred with potential customers Monitored customer preferences to determine focus of sales efforts Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs Resolved customer complaints regarding sales and service, Data Entry Entered data into company computer, operated variety of office machines, and performed other clerical or administrative duties Located and corrected data entry errors, or report them to supervisors Maintained logs of activities and completed work Read source documents such as canceled checks, sales reports, or bills, and entered data in specific data fields or onto tapes or disks for subsequent entry, using keyboards or scanners
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Reviewed and updated customer information in database for accuracy.
- Responded to inquiries from callers seeking information.
- Provided clerical support, addressing routine, and special requirements.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Maintained transaction security by verifying payment cards against identification.
- Completed daily logs for management review.
Education
Diploma - Medical Office & Billing Specialist
Ultimate Medical Academy
Clearwater, FL06.2022
Associate of Arts - Hospitality Management
Le Cordon Bleu College of Culinary Arts - Scottsdale
Scottsdale, AZ02.2013
Skills
- Citrix
- Customer Data Confidentiality
- Product Organization
- Microsoft Word
- Problem-Solving Ability
- Refund Processing
- Reading Comprehension
- Customer Service
- SAP
- Understanding Customer Needs
- Sales and Upselling
- Microsoft PowerPoint
- Credit Card Payment Processing
- Call Volume and Quality Metrics
- Order and Refund Processing
- Critical Thinking
- Filing
- Strong Analytical and Problem-Solving Skills
- Quality Control
- Handheld Computer Device Software
- Computer Proficiency
- Medical Terminology Knowledge
- Speaking
- Microsoft Excel
- Active Listening
- POS Systems Expertise
- Process Transactions
- Prioritization
- Staff Training
- Stocking and Replenishing
- Call Center Operations
- Livechat Messaging
- Retail Sales Customer Service
- Brand Representation
- Order Fulfillment
- Verbal and Written Communication
- Follow-Up Skills
- Hospitality and Accommodation
- EHR Software
- Compassionate Communication
- Knowledge of HIPAA Regulations
- Patient Eligibility Requirements
- Timely Processing
- Patient Demographics
- Healthcare Coding Competency
- Administrative Duties
- Online Systems
- Understanding of Medical Ethics
- Reviewing Patient Information
- Troubleshoot Service Issues
- Set Up Devices
- ICD-10 (International Classification of Disease Systems)
- Communication
- Quality Standards
- Negotiation
- CSR systems
- Clerical Support
- Decision-Making
- MS Office
- Dependable and Responsible
- Multitasking Abilities
- Flexible and Adaptable
- Organization and Time Management
- Attention to Detail
- Excellent Communication
Affiliations
Caring, compassionate and determined medical professional recognized for consistently excelling at all assigned duties seeking to turn medical education into continuation of rewarding career within a dynamic healthcare facility. Proficiencies: Greenway; MS Excel; MS Word; MS PowerPoint; Typing Speed: 30+ WPM Skills: Time management skills; Data inventory (organizing, recording, storing, or saving information); Adapting to a new environment; Team player; Customer Service oriented Key Qualifications Medical Practice Management Systems Medical Terminology Medical Records HIPAA Compliance Insurance Verification Insurance Claim Processing Reimbursement Processing Revenue Cycle Management Medicare / Medicaid Government Payers Third Party Payers CPT & ICD-10 Coding Medical Billing Medical Office Medical Administrative Patient Registration Data Entry Certifications The State University of New York – New York, NY Foundations to Assisting in Home Care This course is intended as a self-study course for those interested in exploring a career as a Home Health Aide or Personal Care Aide.
Timeline
CSR
Trumpf Inc
02.2023 - 08.2023
Benefits Verification Specialist
Continuum Global Solutions
07.2022 - 12.2022
Barista
TemPositions Group
05.2019 - 09.2019
Personal Shopper
Instacart
09.2018 - 06.2020
Cafeteria Worker
Flix Compass Group
08.2018 - 12.2018
Banquet Server
121 Inflight Catering
09.2017 - 09.2018
Wireless Sales Supervisor
TROC
10.2015 - 04.2016
Wireless Sales Manager
Universal Wireless Inc
04.2013 - 10.2015
Retail Customer Sales Associate
Tarry Market
03.2011 - 04.2013
Front Office Assistant
Mike's Auto Repair & Service
08.2009 - 11.2010
Diploma - Medical Office & Billing Specialist
Ultimate Medical Academy
Associate of Arts - Hospitality Management
Le Cordon Bleu College of Culinary Arts - Scottsdale
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