Open To Work
Sonya Garza
Wylie,US
Summary
Detail-oriented Healthcare Administrator with expertise in policy compliance, patient relations, and data management. Managed high-volume workflows, resolved complex issues, and implemented process improvements while ensuring regulatory and HIPAA compliance. Trained teams to enhance operational efficiency and deliver outstanding client service.
Overview
18
18
years of professional experience
Work History
Licensed Insurance Agent /Medicare Enrollment Specialist
MAPD Help Desk Insurance Agency
(REMOTE) Deerfield Beach , Florida
08.2023 - 03.2026
- Supported multi-state Medicare and insurance enrollments, ensuring accuracy and compliance.
- Maintained active life, health, and Medicare licenses across 40+ states with multiple carriers.
- Managed high-volume remote workload while consistently meeting accuracy and turnaround standards.
- Streamlined enrollment support processes to improve sales efficiency.
- Assisted new agents with enrollment processing during licensing to sustain workflow continuity.
- Performed CMS compliance verifications for agents without platform access, reducing delays and risks.
- Collaborated with supervisors and sales managers to address complex enrollment and licensing issues.
- Built strong relationships with policyholders by promptly resolving issues and delivering compliant guidance.
Customer Service Manager/ Licensed Insurance Agent
American Select Partners,LLC
Dallas, TX
10.2018 - 08.2023
- Led customer service team utilizing defined performance metrics and service standards.
- Resolved escalated customer complaints and complex service cases to improve satisfaction.
- Performed detailed data entry and reporting for service and compliance tracking.
- Delivered performance metrics and trend analysis to management, supporting strategic decisions.
- Partnered with sales teams to address policy retention and service challenges.
- Trained staff on workflows and compliance requirements, enhancing service quality.
- Conducted sensitive investigations into agent complaints, ensuring thorough resolution.
- Maintained multi-state insurance licenses across 40+ states, ensuring compliance.
Front Desk Receptionist
Pecan Tree Pediatrics
Wylie, TX
02.2018 - 09.2018
- Streamlined front desk operations in high-volume pediatric clinic to optimize patient workflow.
- Greeted and assisted patients and visitors, fostering a welcoming environment.
- Coordinated and confirmed appointments while accommodating walk-ins and urgent requests.
- Verified insurance coverage, processed payments, and managed daily financial transactions accurately.
- Maintained and updated patient records, including charts, scans, and electronic documentation.
- Facilitated communication between physicians, nurses, and patients to enhance care delivery.
- Addressed patient inquiries and resolved concerns promptly during high call volume periods.
- Ensured compliance with company policies and healthcare regulations throughout operations.
Medical Appointment Scheduler
Northwest Diagnostic Clinic
Houston, TX
03.2015 - 05.2017
- Managed physician schedules across multiple specialties in high-volume clinical settings.
- Handled high-volume patient scheduling calls, prioritizing based on urgency.
- Coordinated with insurance providers and clinical staff to ensure accurate documentation.
- Resolved patient scheduling conflicts as primary contact while maintaining professionalism.
- Processed urgent and emergency appointment requests efficiently.
- Implemented confirmation and follow-up processes to improve attendance rates.
- Enhanced patient satisfaction through effective communication and issue resolution.
- Streamlined scheduling workflows and adjusted protocols to increase operational efficiency.
Registry Supervisor
Toys “R” Us/ Babies “R” Us
Allen, Lewisville, Sugar Land, TX
12.2008 - 03.2015
- Promoted from seasonal hire to receiver and registry advisor for exceptional performance.
- Supervised daily operations, ensuring high service quality and consistent workflow.
- Streamlined onboarding and cross-training processes to boost team efficiency and coverage.
- Managed registry operations, maintaining data accuracy and addressing incomplete records promptly.
- Enhanced communication workflows, reducing errors and incidents of lost information.
- Trained staff on product knowledge, safety procedures, and customer service standards.
- Resolved customer concerns in-person and via phone, including escalated issues for management review.
- Provided registry consulting and product guidance to improve customer experience and decision-making.
Department Supervisor
Party City
Pasadena, Texas
10.2007 - 03.2008
- Managed merchandising and visual displays to drive sales and uphold brand standards.
- Delivered high-quality customer support in fast-paced retail environment for party décor and custom orders.
- Oversaw balloon counter operations, fulfilling customized orders while ensuring timely service.
- Trained and mentored new hires across departments to streamline onboarding processes.
- Resolved escalated customer concerns professionally to maintain satisfaction and loyalty.
- Proactively addressed workflow challenges to enhance service quality and operational efficiency.
- Communicated inventory and merchandising needs to leadership for effective planning.
- Supported team performance during peak seasons, boosting morale and productivity.
Education
High School Diploma -
South Houston High School
Pasadena, TX05-2007
Skills
- Team Leadership
- Effective Communication
- Problem Solving
- Compliance Management
- Workflow Optimization
- Insurance Sales Agent Certification
- Life and health insurance license
- Medicare Certified
- National Insurance Producer Registry (NIPR) License (#18970543)
- CMS Certified
- Customer Relationship Management (CRM) Certification
- Customer Retention Specialist (CRS)
- Professional in Customer Service (PCS)
- Public Notary Certified
Timeline
Licensed Insurance Agent /Medicare Enrollment Specialist
MAPD Help Desk Insurance Agency
08.2023 - 03.2026
Customer Service Manager/ Licensed Insurance Agent
American Select Partners,LLC
10.2018 - 08.2023
Front Desk Receptionist
Pecan Tree Pediatrics
02.2018 - 09.2018
Medical Appointment Scheduler
Northwest Diagnostic Clinic
03.2015 - 05.2017
Registry Supervisor
Toys “R” Us/ Babies “R” Us
12.2008 - 03.2015
Department Supervisor
Party City
10.2007 - 03.2008
High School Diploma -
South Houston High School