Sonya Feibel
Zwolle,LA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
22
22
years of professional experience
Work History
Customer Service Specialist
Owens & Minor
Mechanicsville , VA
10.2023 - 02.2024
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Performed data entry of customer orders into the company's order management system.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Specialist
Alorica
Irvine, CA
01.2023 - 09.2023
- TurboTax and Intuit QuickBooks
- Prepared taxes
- Worked with customer accounts in QuickBooks
- Answered incoming customer inquiries regarding product and service information.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Maintained records of customer interactions and transactions for future reference.
- Researched required information using available resources.
- Identified and escalated priority issues as needed.
- Adhered to all company policies and procedures when dealing with customers.
- Utilized computer technology to handle high volume of calls in a timely manner.
- Verified accuracy of data entered into system prior submitting order forms.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Bookkeeper
Salvation Army Adult Rehabilitation Center
Alexandria, LA
01.2015 - 01.2023
- Maintained and reconciled general ledger accounts.
- Prepared financial statements, including balance sheets, income statements, and statement of cash flows.
- Processed accounts payable and receivable transactions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Managed payroll processing for staff members.
- Generated invoices for clients and tracked payments received from customers.
- Resolved billing discrepancies with vendors or customers promptly.
- Provided assistance in preparing tax returns annually.
- Reconciled intercompany accounts on a regular basis.
- Participated in special projects related to process improvements within the department.
- Maintained full compliance when executing and tracking bank reconciliations, A/P, invoicing, billing and collections.
Customer Support Specialist
AT&T
New Orleans, LA
03.2002 - 12.2014
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Education
Certification - Medical Transcription, Billing & Coding
Louisiana Technical College
Many, LA06-2004
Bachelor of Arts - Business Administration
Northwestern State University of Louisiana
Natchitoches, LA05-1989
Bachelor of Science - Criminology
University of Phoenix
Tempe, AZSkills
- Call Centers
- Customer Service
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Problem Resolution
- CRM Software
- Good communication skills
- Data Entry
- Inbound and Outbound Calling
- Positive and professional
- Report Transcription
- Computer Proficiency
- Microsoft Office expertise
- Active Listening
- Microsoft PowerPoint
- Microsoft Outlook
- Medical terminology knowledge
- Critical Thinking
- Microsoft Excel
- Multi-Task Management
- Payment Processing
- Salesforce
- Typing 75 WPM
- 10-Key
- TurboTax & Intuit QuickBooks expertise
- Customer Support
- Analytical abilities
- Medical Transcription
- HIPAA Compliance
- Claims Processing
- Medical Terminology
Timeline
Customer Service Specialist
Owens & Minor
10.2023 - 02.2024
Customer Service Specialist
Alorica
01.2023 - 09.2023
Bookkeeper
Salvation Army Adult Rehabilitation Center
01.2015 - 01.2023
Customer Support Specialist
AT&T
03.2002 - 12.2014
Certification - Medical Transcription, Billing & Coding
Louisiana Technical College
Bachelor of Arts - Business Administration
Northwestern State University of Louisiana
Bachelor of Science - Criminology
University of Phoenix