Sonya Palacios
Phoenix,AZ
Summary
Dynamic professional with proven expertise in customer relationship management and team leadership at State Farm Bank. Successfully improved team performance through effective coaching and problem-solving strategies. Recognized for reducing eviction cases by 80% as a Rent Collector at Insight Global, demonstrating strong communication skills and a commitment to client success.
Overview
10
10
years of professional experience
Work History
Cashier
Circle K
Phoenix, AZ
06.2024 - 10.2024
- Process transactions for fuel, convenience store items, and other services, ensuring accurate pricing and receipt issuance.
- Perform opening and closing cash register procedures, including counting cash, balancing the drawer, and preparing bank deposits.
- Maintain cleanliness and organization of the checkout area, aisles, and store front, including restocking shelves and cooler items.
- Check identification for age-restricted purchases such as tobacco and alcohol, adhering to state and federal laws.
- Provide customer service, including answering questions, resolving complaints, and assisting with fuel pump operations as needed.
Rent Collector
Insight Global
Scottsdale, AZ
05.2021 - 05.2023
- Answered incoming calls from current tenants facing evictions for unpaid rent, answers questions/concerns, and negotiates a payment plan.
- Ability to see a situation from someone else's viewpoint in multiple perspectives.
- Counseled clients on how to improve and restructure their spending habits.
- Demonstrated knowledge of local and federal laws regarding new CDC guidelines, evictions, & lockout processes.
- Managed the 'Squatter Evictions' process to ensure unauthorized occupants were removed lawfully.
- Requested Health and Safety Inspections to confirm condition of property after move-outs are complete.
- Reduced foreclosure evictions for clients up to 80% of cases.
CSR/Team Lead
State Farm Bank
Phoenix, AZ
07.2014 - 04.2021
- Managed & lead a top performing team of 15 reps overall; 13 months in a row.
- Researched/resolved escalated calls with ease while providing feedback to leadership for coaching/process improvement.
- Provided daily direction to staff ensuring that calls are answered timely, efficiently, and in a professional manner.
- Developed my team through goal setting, coaching, problem resolution, delegation, and performance management.
- Set clear expectations and continually reinforced expectations to ensure every team member understood their role.
- Improved team performance by providing weekly feedback in group huddles, tracking progress, individual 1x1s, and ongoing coaching/discussions on best practices.
- Recommended several trends and other opportunities to improve the efficiency of company processes that were later implemented.
Education
Bachelor of Science - Counseling with an empasis on chemical addiction and substance abuse
Grand Canyon University
Phoenix, AZ06.2019
Skills
- Customer relationship management
- Team leadership
- Performance coaching
- Problem solving
- Effective communication
Timeline
Cashier
Circle K
06.2024 - 10.2024
Rent Collector
Insight Global
05.2021 - 05.2023
CSR/Team Lead
State Farm Bank
07.2014 - 04.2021
Bachelor of Science - Counseling with an empasis on chemical addiction and substance abuse
Grand Canyon University