Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
SalesAssociate
Open To Work

Sonya Mathis

Pensacola,FL

Summary

Experienced and compassionate customer service professional with over 15 years of expertise in healthcare, hospitality, collections, and sales. Adept at resolving complex issues, building rapport with clients, and delivering exceptional service across diverse industries. Proven ability to train new hires, manage high-volume inquiries, and navigate multi-system environments with precision.

Overview

24
24
years of professional experience

Work History

Sales Associate

Dillard's Department Store
10.2021 - 02.2022
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.

Advocate

Change Healthcare
03.2020 - 12.2020
  • I advocate for Medicare member by assisting them with extra help such as: paying past due utilities bills, the cost of food, and additional health care services not covered by their Medicare plans.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction.
  • Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
  • Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.

Customer Support

Seminole Hard Rock Hotel and Casino
11.2018 - 02.2020
  • I made, cancel, and amend hotel reservations for our customers.
  • Assisting members with their casino accounts.
  • Creating accounts for new members.
  • Work together with other departments to assure members needs and problem are addressed. This is done by navigating using two monitors.
  • Streamlined communication channels for improved efficiency within the customer support team.
  • Implemented new technology solutions to enhance the overall efficiency of customer support operations.
  • Provided exceptional customer support by effectively resolving inquiries via phone or onsite visits.
  • Enhanced customer support by translating help guides and online support resources.

Collection Specialist

United Collection Bureau Inc.
05.2018 - 10.2018
  • I collect outstanding balances from Citibank and Macy's customers.
  • Making outbound calls to member in order to negotiate payoff amount.
  • Receiving calls from credits cards holders requesting to pay their balance.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Processed payments and applied to customer balances.
  • Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
  • Counseled debtors on payment options and arranged installment agreements.

Customer Service/Claim Processor

Aetna Health Care / Coventry Health Care
05.2002 - 10.2016
  • Verified benefits for both members and providers.
  • Requesting referrals, verifying authorizations, processed claims and reviewed medical records for members and providers.
  • Trained and monitor new hires before releasing them to their newly assigned Supervisor.

Customer Service Representative/ Sales Rep/Trainer

American Express
05.1998 - 05.2002
  • I assisted A-list celebrities with account inquiries; adjusted the account when necessary by crediting fees and verifying charges.
  • I was also part of their sales teams, upselling products, and services.
  • Because of dedication and hard work I was promoted to the trainer of New Hires.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Some College (No Degree) - Nursing

Broward College
Fort Lauderdale, FL

Skills

  • Microsoft Office, Excel, WCal years)
  • Upselling (5 years)
  • Medical Records (6 yearsal Terminologydesk
  • HIPAA
  • Hospital Experience
  • Clerical Experi
  • Microsoft Outlook
  • Hotel experience
  • Communication skills
  • Computer skills
  • Customer Relation sk
  • Customer service
  • Teamwork and collaboration
  • Time management
  • Problem-solving skills
  • Reliable and punctual
  • Goal oriented
  • Exceptional customer service
  • Relationship building
  • Outgoing personality
  • Cash handling
  • Listening skills
  • Problem-solving
  • Multi-tasking strength

Additional Information

I am a dedicated professional who believes in hard work. You don't get a second chance to make a first impression. With that being said I treat every first meeting like its my last. My passion for Customer Service comes from my love of people. I enjoy talking to people and find that helping them leaves me feeling happy inside. As a result I feel Customer Service is not a job but a pleasure.

Timeline

Sales Associate

Dillard's Department Store
10.2021 - 02.2022

Advocate

Change Healthcare
03.2020 - 12.2020

Customer Support

Seminole Hard Rock Hotel and Casino
11.2018 - 02.2020

Collection Specialist

United Collection Bureau Inc.
05.2018 - 10.2018

Customer Service/Claim Processor

Aetna Health Care / Coventry Health Care
05.2002 - 10.2016

Customer Service Representative/ Sales Rep/Trainer

American Express
05.1998 - 05.2002

Some College (No Degree) - Nursing

Broward College

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