Summary
Overview
Work History
Education
Skills
Timeline
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Sonya Thomas

Yorkville,IL

Summary

Dynamic leader with a proven track record at Midwest Mechanical, adept in customer account management and problem-solving. Excelled in enhancing team efficiency and customer satisfaction, showcasing exceptional interpersonal communication and multitasking skills. Achieved significant improvements in service delivery, underlining a commitment to excellence and attention to detail.

Overview

15
15
years of professional experience

Work History

Lead Customer Service Representative/Dispatcher Coordinator

Midwest Mechanical
Lombard, IL
07.2024 - Current
  • Dispatch over 15 technicians to service calls for the Chicagoland area.
  • Processed and audit service tickets and payroll for techs.
  • Manage open call reports
  • Answer calls for customers regarding HVAC-related issues and needs.
  • Keep track of techs vacation and sick time
  • Work closely with the Service Manager regarding the techs' schedule and service.
  • Process and send out HVAC quotes to customers for future dated service
  • Process technicians uniform order request

Key Account Representative

Parksite
Boilingbrook , IL
08.2022 - 07.2024
  • Responsible for managing all key accounts as well as, acting as new account onboard specialists to ensure highest
    level of customer service while providing customers with proper knowledge of company operations and products,
    as well as acting as main point of contact to provide a smooth transition from the start to delivery of order.
    • Process new credit applications
    • Processed welcome packets for all new customers
    • Processing and tracking all orders
    • Process credit card payments, re-bills and all credits for key accounts
    • Keeping track of all product inventory and backorders
    • Resolved any customer concerns/questions, billing issues or, missed deliveries
    • Monitor customer credit line and payment status to prevent production delays
    • Work closely with credit management team to resolve pending credit issues
    • Responsible for processing all paperwork relating to returns, orders, price changes, and adjustments.

Customer Care Coordinator

Ravago America
Wheaton, IL
06.2017 - 08.2019
  • Responsible for partnering with the outside sales team to manage daily activities of their assigned customer
    accounts.
    • Process customers purchase orders
    • Provided proper documentation and certifications related to the transactions
    • Worked in conjunction with the Sales Representatives to maintain customer pricing quotes
    • Ensured that customers purchase and blanket orders aligned with RCNA policy

Customer Care Representative

C.H Robinson
Lisle, IL
08.2013 - 11.2015
  • Responsible for active participation in our team, attend internal and external meetings, and assist in strategic
    planning and implementation so as to achieve the required target.
    • Tracking and tracing shipments via CSX, BNSF, CP, CN and UP rail sites
    • Scheduling delivery appointments with receivers
    • Providing effective daily communication with carriers and sales representatives via phone/email to ensure
    on time departures/arrivals to receiver’s
    • Resolved problems with missed or late deliveries
    • Processing and cancel way billing for the railroads
    • Properly updated loads with imperative information regarding the status of the shipment in question

Client Services Member Representative

SXC Health Solutions
Downers Grove, IL
06.2010 - 05.2013
  • Responsible for assisting patients, physicians and pharmacists with prescription benefits according to plan
    procedures and documents
    • Assisted pharmacists with processing claims for patients
    • Handled inbound and outbound calls from patients, physicians, and clients
    • Assisted physicians with Prior Authorization requests
    • Provided help desk assistance to pharmacists by searching for compatible drugs
    • Provided verification of insurance eligibility
    • Provided vacation, lost/stolen, client and other emergency medication overrides
    • Investigated and resolved copay and deductible issues using advance problem-solving skills
  • Processed insurance card requests

Education

High School Diploma -

Charles A Prosser
Chicago, IL
06-1993

Some College (No Degree) - Business Administration and Management

College of DuPage
Glen Ellyn, IL

Skills

  • Team training and leadership
  • Credit card processing
  • Order fulfillment
  • Complaint resolution
  • Help desk support
  • Attention to detail
  • Appointment scheduling
  • CRM software
  • Customer account management
  • Multitasking and organization
  • Work prioritization
  • Order processing
  • Customer service
  • Interpersonal communication
  • Administrative support
  • Problem-solving

Timeline

Lead Customer Service Representative/Dispatcher Coordinator

Midwest Mechanical
07.2024 - Current

Key Account Representative

Parksite
08.2022 - 07.2024

Customer Care Coordinator

Ravago America
06.2017 - 08.2019

Customer Care Representative

C.H Robinson
08.2013 - 11.2015

Client Services Member Representative

SXC Health Solutions
06.2010 - 05.2013

High School Diploma -

Charles A Prosser

Some College (No Degree) - Business Administration and Management

College of DuPage

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Sonya Thomas