Summary

Overview

Work History

Education

Skills

Timeline

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

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.