Sonya Perry
Knightdale,NC
Summary
Seasoned professional with 17 years of experience, including direct customer service roles at TTEC and Total Outsourced Systems, seeking a Customer Service Rep position. Skilled in resolving customer issues, maintaining high professionalism, and effective communication. Proven expertise in data analysis, administrative support, and training team members.
Overview
18
18
years of professional experience
Work History
Tax Preparer
Jackson Hewitt
Raleigh, NC
01.2008 - Current
- Analyzed and interpreted tax laws to ensure accurate compliance for individual and business filings
- Prepared and filed tax returns, employing tax software for precise financial data calculation
- Delivered tax planning advice to clients, focusing on strategies for tax savings, and communicated effectively to collect required documentation
Dispatcher
Movin' Forward Transport
Tarboro, NC
07.2021 - 12.2024
- Managed truck driver schedules and optimized routes to enhance delivery efficiency
- Coordinated freight logistics, ensuring timely pick-up and delivery as per customer arrangements
- Maintained real-time shipment tracking and swiftly resolved transportation issues to minimize delays
- Employed transportation management systems for route optimization and meticulously documented all communication for accurate fulfillment of requests
Customer Service Representative
TTEC (Bank of America)
Raleigh, NC
05.2020 - 06.2021
- Updated customer accounts and filed claims for fraudulent activity, ensuring the integrity and security of client information
- Assisted customers with unemployment claims, providing accurate and timely information to address their concerns
- Resolved customer complaints and issues, maintaining professionalism and delivering high-quality customer service
Receptionist
NC ABC Commission
Raleigh, NC
01.2019 - 05.2020
- Managed the reception area, ensuring a welcoming environment for visitors and maintaining an organized, well-stocked space
- Coordinated administrative duties such as handling calls, scheduling appointments, and processing mail, contributing to the efficiency of office operations
Help Desk/Data Analyst
DXC Technology
08.2015 - 01.2019
- Trained service desk employees and provided multi-channel support, including email, phone, and chat, ensuring problem resolution through diligent follow-ups
- Facilitated assisted living admissions by issuing NC PASSR numbers and served as the primary contact for nurses seeking admission authorizations
- Analyzed data to detect trends, collaborated on enhancing data collection methods, and performed quality assurance on data entries to support internal technical operations
Customer Service Representative
Total Outsourced Systems
Raleigh, NC
09.2013 - 01.2015
- Maintained comprehensive records of customer interactions, documenting inquiries, complaints, and comments, and efficiently escalated calls when necessary
- Collaborated with team members to enhance customer service delivery, resolving issues promptly and leveraging strong communication and problem-solving skills to ensure customer satisfaction
Tax Preparer
Jackson Hewitt
Rocky Mount, NC
01.2007 - 04.2013
- Prepared individual tax returns, ensuring accurate calculation of credits, deductions, and liabilities
- Assisted clients with tax planning and compliance, providing clear explanations of tax implications and regulations
- Employed tax software to file returns efficiently, while meticulously reviewing financial documents for precision
Education
High School Diploma -
Tarboro High School
Tarboro05.1998
Skills
- Call Center
- Software Troubleshooting
- Claims Processing
- Communication Skills
- Customer Service
- Time Management
- Computer Literacy
- Microsoft Excel
- Documentation Review
- Microsoft Word
- Leadership
- Zendesk
Timeline
Dispatcher
Movin' Forward Transport
07.2021 - 12.2024
Customer Service Representative
TTEC (Bank of America)
05.2020 - 06.2021
Receptionist
NC ABC Commission
01.2019 - 05.2020
Help Desk/Data Analyst
DXC Technology
08.2015 - 01.2019
Customer Service Representative
Total Outsourced Systems
09.2013 - 01.2015
Tax Preparer
Jackson Hewitt
01.2008 - Current
Tax Preparer
Jackson Hewitt
01.2007 - 04.2013
High School Diploma -
Tarboro High School
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