Sonya Massey
Customer Experience
Kernersville,NC
Summary
A results-oriented business professional with over 14 years of supervisor experience. I am a professional who can handle high volume and fast-paced environments while maintaining an emphasis on the highest quality of customer service. Intellectually curious with strong leadership, communication, and problem-solving skills. I am proficient in establishing the vision and strategies necessary to enhance the overall customer experience.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
Work History
Work From Home Customer Service Representative
Workforce
06.2024 - 12.2024
- Provide excellent customer service to guests, patients, and staff on a daily basis via the telephone and in person.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Taking inbound calls for state of Maryland child Support.
- Making sure every case is detailed and noted.
Phlebotomist
Kedplasma
12.2023 - 03.2024
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Used personal protective equipment correctly to protect coworkers and patients.
- Promoted a positive atmosphere within the phlebotomy department through active participation in team meetings and effective communication with colleagues.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
Admissions/Manage Care Coordinator
Silas Creek Rehabilitation Center
01.2022 - 01.2023
- First point of contact/face of rehabilitation center
- Managed electronic records.
- Office Manager
- Authorize medical services and abide by regulatory guidelines.
- Processing insurance claims
- Oversee patient billing.
- Adhered to Medicare and Medicaid guidelines.
Patient Access Representative
Atrium Health Wake Forest Baptist Medical Center
01.2019 - 01.2022
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
Lead Phlebotomist/ Trainer/ PCS2 Tech
Ked Plasma/ Talecris Plasma Resources
01.2008 - 01.2021
- Designed, created and implemented evaluation programs
- Dispose of contaminated sharps, in accordance with applicable laws, standards, and policies
- Train other medical personnel in phlebotomy or laboratory techniques
- Draw blood from arteries, using arterial collection techniques
- Calibrate or maintain machines, such as those used for plasma collection
- Successfully coordinating the departmental needs to staff members
- Conducted quality control checks on equipment, ensuring proper functioning and consistent results.
- Increased efficiency by maintaining organized workstations and well-stocked inventory levels.
Phlebotomist
Bio-Life
01.2001 - 01.2007
- Followed all guild lines policies and procedure in accordance to state federal laws
- Preformed all vein punctures and collection of plasma.
- Monitored patients during procedures to ensure quality service
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Reduced patient anxiety through compassionate communication and expert venipuncture techniques.
- Upheld HIPAA compliance through careful management of confidential patient records and lab results.
Education
High School Diploma -
Northside High School
Pinetown, NC06-1993
Skills
- Conflict Resolution
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Microsoft Excel
- Professional telephone demeanor
- Documentation
- Prioritization
- Relationship building
- Computer proficiency
Timeline
Work From Home Customer Service Representative
Workforce
06.2024 - 12.2024
Phlebotomist
Kedplasma
12.2023 - 03.2024
Admissions/Manage Care Coordinator
Silas Creek Rehabilitation Center
01.2022 - 01.2023
Patient Access Representative
Atrium Health Wake Forest Baptist Medical Center
01.2019 - 01.2022
Lead Phlebotomist/ Trainer/ PCS2 Tech
Ked Plasma/ Talecris Plasma Resources
01.2008 - 01.2021
Phlebotomist
Bio-Life
01.2001 - 01.2007
High School Diploma -
Northside High School
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