Sonya Acoff
Montgomery
Summary
Detail-oriented administrative professional with over 6 years of experience in operational support and customer service. Multitasking abilities lead to efficient resolution of inquiries while ensuring data accuracy. Committed to enhancing operational efficiency and upholding high service quality standards. Skilled in multitasking and resolving complex inquiries, contributing to improved service delivery and operational excellence with a strong focus on maintaining data integrity and supporting team success in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Sr. Ops Admin
Fed EX
10.2021 - Current
- Resolved inquiries and issues while providing accurate information to customers.
- Maintained clean work area to support operational efficiency.
- Performed general office duties, including phone handling, email correspondence, filing, and data entry.
- Addressed search/correction requests and managed damaged goods with proper scanning procedures.
- Demonstrated strong physical stamina for strenuous, repetitive tasks in a fast-paced environment.
- Compiled reports and tracked metrics to enhance hub/station operations.
- Corrected damaged or misaddressed packages to streamline delivery processes.
- Assisted drivers in locating customer addresses to enhance service efficiency.
CSR - Unemployment Admin/Insurance Agent (remotely)
Direct Interactions
05.2020 - 02.2022
- Evaluated data accuracy and quality in agency management system to ensure compliance and reliability.
- Interviewed policy holders to verify information and gather essential details for accurate claim processing.
- Examined reports and accounts to assess integrity and accuracy of information, ensuring valid claims decisions.
- Worked effectively in a fast-moving work environment to process volumes of new/existing claims.
Loan Manager/Administrative
Blue Novis
06.2019 - 03.2020
- Mortgage industry professional with loan-processing experience and a comprehensive knowledge of conventional and government loan programs.
- Diligent and detail-oriented -- thorough in gathering borrower information, verifying loan documents, and reviewing file documentation to guide each loan from preapproval to closing.
- Assists with preparation of loan files and documentation requests for internal and external audits/exams.
- Computer savvy in MS Office Suite and proprietary mortgage-processing software.
CSR - Customer Service Representative (Remotely)
Amazon
10.2018 - 01.2019
- Responsible for assisting customers with their billing injury, payment arrangements, starting and stopping new service, provided customer service for a utility company.
- Dealing with and resolving customer escalations while maintaining a strong relationship with the customer.
- Excellent technical and customer service skills.
- Manage high level communication with clients and internal leadership on all escalations from engagement to resolution.
- Assisted with diver support.
- Assisting drivers when they need access, can't find a location or unable to scan/missing packages.
Customer Service Representative/ Escalation
Hire Dynamics
01.2018 - 10.2018
- Delivered customer service for utility company by addressing billing inquiries, facilitating payment arrangements, and implementing service modifications.
- Managed customer escalations while fostering strong relationships.
- Excellent technical and customer service skills.
- Streamlined communication between clients and internal teams during escalation process.
Inspector
ELWOOD STAFFING
02.2015 - 05.2017
- Unloaded and sorted merchandise, organized stock throughout the store to enhance product accessibility.
- Tagging items with price labels, tags and security sensors.
- Assisting with inventory and keeping the store clean for the customers.Quality Control Inspector with hands-on experience.
- Having an eye for detail.
- Inspecting all garments/products for accuracy of the screenprint before it returns to the customer.
- Maintain an industry standard of quality assurance through regular training and on-site consultation.
Special Operation
CINTAS-SPOS
04.2011 - 02.2014
- Worked with vendors to source and quote special order products in a limited time frame.
- Responsibilities will also include placing purchase orders; ensuring accurate and prompt billing to customers and communicating with representatives from all appropriate departments and ensuring that each department understands the requirements for promotional product customers.
- Experienced in using ID tape and heat seal machine.
- Sewing, hemming, scanning, labeling, inventory, making boxes.
Inventory Manager
G&K SERVICE
04.2008 - 02.2011
- Measured product quality against established standards, planned sampling frequency, defined quality assessment criteria, and established improvement processes for products and operations.
Education
Associate in Business Admin -
University of Phoenix
10-2016
Skills
- Policy understanding
- Clerical skills
- Customer Service skills
- Organizational abilities
- Technical proficiency in Microsoft/web Apps
- Data Accuracy
- Conflict resolution
- Problem solving
- Time Management
- Attention to Detail
- Research and analysis
- Phone Etiquette
- Data Entry
- Communication
- Trainer
- Coached
- Mentored
- Trained
- Developed
- Implemented
- Designed
- Facilitated
- Onboarded
- Meeting support
- Event support
- Operational support
- Mentorship
- Office administration
- Customer support
- Detail orientation
- Time management
- Team collaboration
- Attention to detail
- Critical thinking
- Training & Development
- Flexible and adaptable
- Recordkeeping
- Computer skills
- Calm under pressure
- MS office
- Data management
- Inventory management
- Loan processing
- Data entry
- Quality assurance
Timeline
Sr. Ops Admin
Fed EX
10.2021 - Current
CSR - Unemployment Admin/Insurance Agent (remotely)
Direct Interactions
05.2020 - 02.2022
Loan Manager/Administrative
Blue Novis
06.2019 - 03.2020
CSR - Customer Service Representative (Remotely)
Amazon
10.2018 - 01.2019
Customer Service Representative/ Escalation
Hire Dynamics
01.2018 - 10.2018
Inspector
ELWOOD STAFFING
02.2015 - 05.2017
Special Operation
CINTAS-SPOS
04.2011 - 02.2014
Inventory Manager
G&K SERVICE
04.2008 - 02.2011
Associate in Business Admin -
University of Phoenix