Sonya R. Wheeler
Detroit,MI
Summary
Professional Customer Services Specialist with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
35
35
years of professional experience
Work History
Customer Services Specialist
HEALTH ALLIANCE PLAN
08.2020 - Current
- Act as a Member advocate providing courteous and prompt resolution to the member inquiries with thorough investigation and fully educating member of their benefits.
- Support corporate and departmental goals, member enrollment activities and product implementations.
- Research, investigate and resolve service failures, improve the customer experience by identifying root causes, trends and recommend resolutions for service recovery and retention.
- Educate members and prospective members to promote HAP as the health care coverage choice.
- Successfully met performance metrics in my roles as a Customer Services Specialist all four years in this position with annual performance meeting 97% in quality, 87% in call utilization and met or exceeded the department's average call handle and busy time.
Staff Associate, Office Services
HEALTH ALLIANCE PLAN
02.2010 - 08.2020
- Team leader for Support Services Department with oversight of mailroom operations, warehousing, materials management, inventory and logistics, print device management, print production and print equipment functionality and management of fleet maintenance; department metrics and reporting; coordinating, scheduling and implementation of tasks.
- Lead weekly Huddles using the SWOT analysis to quickly identity issues requiring additional attention for resolve
- Performed critical thinking and strategic planning to clear out the offsite warehouse in preparation for the corporate move from Detroit, MI to Troy, MI
- Leader on the logistics required for the corporate move of the Detroit site to Troy, MI
Executive Assistant
TWW & Associates
03.2007 - 01.2010
- As the assistant to the President and Vice-President, I performed a variety of administrative tasks for their multiple local and national childcare centers and their workforce development program.
- Responsibilities included researching, coordinating, organizing, compilation and other grant writing assistance; arranged meeting and workshop rooms for instructors and guest speakers; welcomed guests with hospitality services; monitored the executive staffs' emails and responded accordingly; established professional rapport with business partners/associates.
Human Resources Assistant
TWW & Associates & Angel Land
06.2005 - 03.2007
- Maintained employee files and records for the multi-business organization following Human Resource Compliance laws.
- Maintained the company posting of OASHA and employment law posters.
- Performed internal audit of instructional staff's qualifications and background checks.
- Instrumental in approx. 2 dozen contracts for summer employment for over 600 youth, monitoring youth attendance and successes on job sites.
Human Resources Assistant
Detroit Academy of Arts and Sciences District
09.2004 - 04.2005
- Assisted in the hiring process of K-12 instructional staff.
- Maintained employee files, performed bookkeeping and managed employee records; scheduled fingerprint background checks; assisted with hiring fairs, solicited ads for open positions; acted as the lead for external state audits and the liaison for legal matters involving instructional staff.
- Learned the laws pertaining to the NO CHILD LEFT BEHIND Act of 2001, which was essential to the job function of hiring highly qualified instructional staff.
- Familiar with employment labor laws including EEOC and ADA.
Administrative Assistant
Detroit Academy of Arts and Sciences District
08.2002 - 09.2004
- Performed administrative and clerical tasks in a secondary education setting which included working with the principal and vice, the dean of students, counselors, and special education staff.
- My workplace setting allowed me to acquire skills that involved, classroom assignments, scheduling substitute instructional staff, scheduling parent appointments, coordination of special events and programs, writing detailed security and incident reports, verified student attendance, registered and enrollment of a student body of over 600 students annually.
Analyst
HEALTH ALLIANCE PLAN
05.1990 - 04.2001
- Employment initiated in the position of Clerk for Office Services before promoting to Analyst. In this role I performed clerical tasks supporting materials management, purchasing, mailroom operations, warehousing, and shipping and receiving.
- Assisted with the Mailroom Operations for approx. 5000 inbound mail pieces weekly, creating metric reports detailing stats by department, return mail, and spoiled postage to streamline mailing efficacy for lean results.
- Initiated purchase orders for all company purchases and the bookkeeping and records thereof.
- Compiled reports, spreadsheets, and presentations for management.
Education
Business Administration and Management, General
Wayne County Community College District
Detroit, MISkills
- Good judgement and maturity when responding to customers
- Able to interpret and follow policy and procedures
- Create and Implement Processes
- Work well independently or as part of a team
- Investigative strong problem solving skills
- Proficient with MS Office, Pega, Genesys, Citrix, Kronos Time Mgmt
- Strong writing and verbal skills
- Able to prioritize and manage multiple tasks
- Maintain high level confidentiality
- Basic understanding of HMO/PPO/AHL, etc health care systems
Awards
- Health Alliance Plan Employee of the Month - Star Committee, 02/18
Timeline
Customer Services Specialist
HEALTH ALLIANCE PLAN
08.2020 - Current
Staff Associate, Office Services
HEALTH ALLIANCE PLAN
02.2010 - 08.2020
Executive Assistant
TWW & Associates
03.2007 - 01.2010
Human Resources Assistant
TWW & Associates & Angel Land
06.2005 - 03.2007
Human Resources Assistant
Detroit Academy of Arts and Sciences District
09.2004 - 04.2005
Administrative Assistant
Detroit Academy of Arts and Sciences District
08.2002 - 09.2004
Analyst
HEALTH ALLIANCE PLAN
05.1990 - 04.2001
Business Administration and Management, General
Wayne County Community College District
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