Sonya Adams
Springfield,OH
Summary
Dedicated customer service professional and fraud investigator skilled in problem resolution, conflict management, fraud detection and enhancing customer satisfaction. Proven ability to streamline processes and ensure compliance with safety regulations.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Fuel Center Clerk
Kroger
09.2025 - Current
- Operated fuel pumps and maintained cleanliness of fuel center environment.
- Assisted customers with inquiries and provided information on fuel services and products.
- Processed transactions accurately using point-of-sale systems for fuel purchases.
- Monitored inventory levels of fuel and supplies, reporting discrepancies as needed.
- Ensured compliance with safety regulations and protocols in daily operations.
- Assisted customers with fueling needs, providing information on fuel types and pumping procedures.
Customer Service Desk Associate
Home Depot
02.2021 - 06.2025
- Managed customer inquiries through various channels, ensuring timely and accurate responses.
- Resolved product issues by collaborating with departments to enhance customer satisfaction.
- Trained new associates on customer service protocols and Home Depot systems.
- Streamlined order processing procedures to improve efficiency and reduce wait times.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Collaborated with team members to ensure seamless customer support across multiple channels.
Customer Service Representative
Red Roof Inn Hotel Call Center
02.2020 - 12.2020
- Resolved customer inquiries efficiently, enhancing guest satisfaction and loyalty.
- Managed reservation systems to ensure accurate booking and availability for guests.
- Collaborated with cross-functional teams to streamline processes and reduce response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
STNA
Masonic Home
01.2015 - 07.2017
- Provided compassionate personal care, assisting residents with daily living activities and enhancing overall well-being.
- Collaborated with interdisciplinary teams to develop and implement individualized care plans for residents.
- Monitored vital signs and reported changes in residents' health status to nursing staff promptly.
- Assisted in maintaining a safe and sanitary environment, following infection control protocols diligently.
- Conducted regular assessments of residents' needs, adapting care strategies to improve satisfaction and comfort levels.
- Advocated for residents' rights and preferences, ensuring their voices were heard in care decisions.
- Kept accurate records of patients' care, condition, and progress.
- Managed challenging behaviors effectively through de-escalation techniques and clear communication methods with both the patient and staff involved.
Administrative Assistant/Fraud Investigations
US Census Bureau
01.2010 - 09.2010
- Developed and maintained filing systems to enhance document retrieval efficiency.
- Assisted in preparing reports by compiling data from multiple sources.
- Streamlined office processes, resulting in improved workflow and communication among teams.
- Implemented best practices for data entry, ensuring accuracy and consistency across databases.
- Collaborated with cross-functional teams to support project execution and goal alignment.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Fraud Specialist
Victoria Secret Corporate
03.2007 - 08.2008
- Analyzed transaction patterns to identify potential fraud schemes and mitigate risk.
- Collaborated with cross-functional teams to enhance fraud detection processes and improve accuracy.
- Developed and implemented proactive strategies to prevent fraudulent activities across multiple channels.
- Conducted thorough investigations into suspicious activities, ensuring compliance with company policies and regulations.
- Utilized advanced analytical tools to monitor transactions in real-time, reducing response time for fraud alerts.
- Presented findings and recommendations to senior management, driving strategic decisions on fraud prevention measures.
Police Communications Dispatcher
Vandalia Police
01.2005 - 12.2005
- Operated multi-line phone system to efficiently receive and dispatch emergency calls.
- Collaborated with law enforcement officers to provide timely situational updates during incidents.
- Monitored radio communications, ensuring clear and accurate information flow between units.
- Utilized computer-aided dispatch (CAD) software for tracking and managing service requests effectively.
- Maintained a high level of confidentiality regarding sensitive case information, upholding ethical standards at all times.
- Supported fellow dispatchers when needed, fostering teamwork within the department.
- OPOTA Certified Communications Specialist
Customer Service Representative
GE
01.2001 - 01.2005
- Trainer- trained new reps and overseas reps
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new staff on call center protocols, improving team performance and service quality.
- Implemented feedback mechanisms to gather customer insights, driving service improvements.
- Monitored call metrics to identify trends, suggesting actionable strategies for enhancement.
- Led initiatives to optimize workflow, resulting in more effective handling of high-volume calls.
Education
STNA - STNA
Clark State Community College
Springfield, Ohio, OH03-2014
High School Diploma -
KENTON RIDGE
Springfield, OH05-1999
PHLEBOTOMIST - PHLEBOTOMY
Clark State Community College
Springfield, Ohio, OH01-2014
No Degree - BASICS
Sinclair Community College
Dayton, OH03-2008
INSURANCE - Insurance And Risk Management
HONDROS
BELLBROOK, OH01-2008
No Degree - COMMUNICATIONS SPECIALIST
OPOTA
London, OH03-2005
No Degree - Criminal Justice
Clark State Community College
Springfield, Ohio, OH05-1999
Skills
- Customer service
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Paperwork processing
- Microsoft Office Suite
- Fraud prevention
- Fraud detection
- Data analysis
- Transaction monitoring
- Loss prevention
- Fraud patterns
- Fraud and anomaly analysis
- Investigative techniques
- Fraud identification
- Risk level determination
- Financial data analysis
- Financial crimes
Certification
- OPOTA Communications Specialist
- Phlebotomy
- Insurance agent
- STNA (expired)
Timeline
Fuel Center Clerk
Kroger
09.2025 - Current
Customer Service Desk Associate
Home Depot
02.2021 - 06.2025
Customer Service Representative
Red Roof Inn Hotel Call Center
02.2020 - 12.2020
STNA
Masonic Home
01.2015 - 07.2017
Administrative Assistant/Fraud Investigations
US Census Bureau
01.2010 - 09.2010
Fraud Specialist
Victoria Secret Corporate
03.2007 - 08.2008
Police Communications Dispatcher
Vandalia Police
01.2005 - 12.2005
Customer Service Representative
GE
01.2001 - 01.2005
STNA - STNA
Clark State Community College
High School Diploma -
KENTON RIDGE
PHLEBOTOMIST - PHLEBOTOMY
Clark State Community College
No Degree - BASICS
Sinclair Community College
INSURANCE - Insurance And Risk Management
HONDROS
No Degree - COMMUNICATIONS SPECIALIST
OPOTA
No Degree - Criminal Justice
Clark State Community College