Sonya Holden
Blue Island,IL
Summary
Detail-oriented individual with a strong background in customer service and administrative support. Known for exceptional documentation review and call management skills. Ready to enhance customer satisfaction through effective communication and process optimization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
NTT Data, City of Chicago Utility Billing
10.2019 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined billing processes, enhancing efficiency and reducing customer wait times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Admitting Clerk/Patient Transporter
Metro South Medical Center
11.2015 - 09.2019
- Processed patient admissions efficiently, ensuring accurate data entry and compliance with hospital protocols.
- Coordinated with medical staff to verify insurance information and facilitate seamless patient access to services.
- Verified patient details and insurance coverage and collected co-pays.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
- Reduced patient anxiety during transport by maintaining open communication and answering questions.
- Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
Loan Officer
Devon Financial
08.2011 - 08.2015
- Evaluated loan applications, ensuring compliance with industry regulations and company policies.
- Established strong relationships with clients, addressing inquiries and providing tailored financial solutions.
- Maintained strict confidentiality of bank records and client information.
- Developed strong relationships with customers through high levels of customer service.
Administrative Assistant
K. E. Owens Farmers Insurance
05.2005 - 11.2010
- Assisted in the preparation of insurance documents, ensuring compliance with regulatory standards.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Developed and maintained filing systems, improving document retrieval efficiency.
Education
High School Diploma -
South Shore High School
Chicago, IL06-1987
Skills
- Customer support
- Quality assurance
- Payment processing
- Call control
- Documentation review
- Call center experience
- Computer skills
- Customer data confidentiality
- Microsoft office
- Inbound call management
- Document and records management
- Administrative and office support
Certification
- Business and Office Business Career Certificate Training 9/87-5/88 - Trainco Business College - Problem Solving, Financial Reconciliation, Detailed Oriented and Excell Oral and Written Communication skills.
Timeline
Senior Customer Service Representative
NTT Data, City of Chicago Utility Billing
10.2019 - Current
Admitting Clerk/Patient Transporter
Metro South Medical Center
11.2015 - 09.2019
Loan Officer
Devon Financial
08.2011 - 08.2015
Administrative Assistant
K. E. Owens Farmers Insurance
05.2005 - 11.2010
High School Diploma -
South Shore High School