Sonya Sykes
Walmart
Humble,TX
1
Certification
25
years of professional experience
Resolution Specialist-Benefits resolves 71+ employee benefits cases per week, handling 41+ enrollment issues per month and questions for a large remote workforce. Supports benefits administration, compliance, and phone-based issue resolution while keeping employees informed and cases moving. Brings clear communication and accurate documentation to a fast-paced call center setting.
Work History
Resolution Specialist-Benefits
4 Years 9 Months- Customer Service call center setting.
- Responsible for administering and supporting 2.1 million employees' benefits programs worldwide.
- Explained benefits, facilitated enrollment, resolved issues, and ensured compliance with relevant regulations.
Customer Service Representative
11 Months- Customer service, call center setting.
- Answering incoming calls confirming refunds, taking payment, placing orders, analyzing account data.
- Delivered exceptional customer support through various communication channels, enhancing customer satisfaction.
- Resolved complex inquiries efficiently, ensuring timely solutions to customer issues.
- Collaborated with cross-functional teams to streamline order processing and improve service delivery.
Security Manager
11 Months- Developed and implemented security policies, protocols, and procedures to enhance organizational safety.
- Controlled budgets for security operations and monitored expenses to ensure cost-effective resource allocation.
- Recruited, trained, and supervised security officers and guards to maintain high standards of security service.
Inbound Agent
3 Months- Customer service, call center setting.
- Answers the phones and assists customers with their orders.
- Provided temporary support during holiday season.
Assistant Site Supervisor
5 Months- Oversaw plant security operations to ensure safety and compliance while supporting efficient production.
- Supervised daily operations ensuring compliance with security protocols and standards.
- Coordinated team assignments and schedules to optimize workforce efficiency.
- Trained new staff on operational procedures and security systems usage.
SRO Security Response Officer-Armed
1 Year- Oversaw 116 employees, responded to security incidents, enforced security protocols, ensured safety of individuals and property.
- Led emergency response operations, ensuring safety protocols were followed during critical incidents.
- Developed and implemented training programs for new response officers to enhance operational readiness.
- Coordinated communication between teams during emergency situations, fostering collaboration and efficiency.
Loss Prevention Associate
3 Months- Evaluated effectiveness of security controls within IT system to identify vulnerabilities and enhance protection measures
- Conducted thorough investigations to identify theft and prevent loss.
- Implemented surveillance techniques to monitor store activity and deter potential theft.
- Collaborated with management to develop loss prevention strategies and improve operational efficiency.
Correctional Officer
10 Years 4 Months- Maintain safety and security within correctional facilities, ensuring the well-being of inmates and staff.
- Conducted contraband searches to uphold facility regulations and promote safety.
- Enforced facility rules and regulations to maintain a safe environment for staff and inmates.
- Conducted regular inspections of inmate housing areas to ensure compliance with safety standards.
- Responded swiftly to emergencies, implementing established protocols to ensure inmate and staff safety.
Ramp Agent
5 Months- Executed safe and efficient turnaround of aircraft through loading/unloading cargo and baggage, guiding aircraft, and performing ground support duties.
- P/T
- Operated ground support equipment to ensure efficient aircraft handling.
- Coordinated loading and unloading of cargo, optimizing space utilization on aircraft.
- Conducted safety inspections on equipment, maintaining compliance with operational standards.
SPS Store Protection Specialist
3 Years 1 Month- Patrolled retail establishment, monitored surveillance cameras, and investigated suspicious activity to deter theft and minimize losses
- Monitored store premises to deter theft and ensure safety compliance.
- Conducted thorough investigations of security incidents and reported findings.
- Collaborated with law enforcement to resolve theft cases effectively.
Security Officer
1 Year 11 Months- Patrolled and monitored premises to maintain safety and security of people, property, and assets
- Monitored access control systems to ensure security compliance and prevent unauthorized entry.
- Conducted regular patrols to identify and address potential safety hazards on site.
- Responded promptly to incidents, coordinating with law enforcement as necessary to resolve situations.
Correctional Officer
4 Years 6 Months- Ensured security and order within correctional facilities to safeguard inmates and staff
- Supervised daily activities of inmates to ensure compliance with facility rules and protocols.
- Conducted regular security checks and inspections to maintain a safe environment for staff and inmates.
- Managed inmate behavior through effective communication and conflict resolution techniques.
Education
Associates of Applied Science - Criminal Justice
Diploma
Skills
Employee benefits administration
Payroll processing tasks
Data entry for systems
Interviewing candidates for open positions
Human resources functions
Certification
- Armed Security-Card in Hand
- November 2019 to December 2021
- Commission Officer
Icon
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Timeline
Resolution Specialist-Benefits
Walmart
08.2021 - 05.2026Read More
Customer Service Representative
Qurate retail group (QVC)
09.2020 - 08.2021Read More
Inbound Agent
Omaha Steaks Inc
09.2019 - 12.2019Read More
Security Manager
Hexagon CRE
07.2019 - 06.2020Read More
Assistant Site Supervisor
Multi-Vet Security
01.2019 - 06.2019Read More
SRO Security Response Officer-Armed
International Guard Services
12.2017 - 12.2018Read More
Loss Prevention Associate
CSAT Solutions
09.2017 - 12.2017Read More
Ramp Agent
UPS Cargo
08.2016 - 01.2017Read More
SPS Store Protection Specialist
Ross Stores
09.2010 - 10.2013Read More
Correctional Officer
Texas Department of Criminal Justice
02.2007 - 06.2017Read More
Security Officer
Day and Zimmermann
03.2005 - 02.2007Read More
Correctional Officer
Texas Department of Criminal Justice
12.2000 - 06.2005Read More
Killeen High School
Diploma
Read More
Remington College
Associates of Applied Science from Criminal Justice
Read More