Sonja Miller
Saint Paul
Summary
Customer service professional with over 10 years of experience in consumer retail and B2B sectors. Demonstrated ability to enhance customer experience and improve retention rates through effective issue resolution. Recognized for high productivity and efficient task completion in fast-paced environments, with strong skills in conflict resolution and data entry. Committed to delivering exceptional service and fostering positive customer interactions.
Overview
10
10
years of professional experience
Work History
Contact Center Agent
Associated Eye Care
Stillwater
08.2023 - 07.2025
- Facilitated patient appointment scheduling and inquiry management.
- Provided detailed information about eye care services and procedures.
- Handled patient concerns with empathy and effective communication skills.
- Utilized call center software to document interactions accurately.
- Collaborated with medical staff to coordinate patient care seamlessly.
- Maintained accurate records of patient interactions and follow-ups.
- Adhered to quality assurance standards when handling calls.
- Participated in team meetings providing updates on progress towards goals.
- Answered incoming customer inquiries via telephone and email.
- Greeted customers warmly and ascertain problem or reason for calling.
- Monitored performance metrics such as average handle time and first call resolution.
- Navigated through computer systems to review information and respond appropriately to callers.
Customer Service Representative
PC's for People
Saint Paul
04.2022 - 04.2023
- Exceeded quantitative metrics on customer satisfaction, customer retention, and email inquiry volume
- Grew existing customer accounts by 1.5% through exceptional customer service skills on outbound call campaign and effective resolution techniques
- Actively maintained and updated customer accounts with eligibility documents
- Quickly triaged incoming calls, and escalated emails when necessary, reducing the average handle time to a positive resolution
- Actively worked to display a courteous and empathetic attitude to customers
- Renewed affordable connectivity benefits and subscription to continue services available
- Walked client through initial setup of computers and hotspot
Collector
Target Corporation
Brooklyn Center
12.2019 - 01.2021
- Negotiate Payment of Debt on inbound and outbound calls
- Maintained a knowledge base of the evolving product offerings
- Conduct over the phone interview regarding reason for delinquency
- Maintained up-to-date customer records in CRM while interacting with customers across email and phone
- Input client's data into computer system
- Navigate through different computer screens
Customer Loan Processor
Ditech Financial, LLC
St. Paul
08.2016 - 05.2018
- Maintain close communication with customers and internal partners to ensure proper and timely processing
- Determine appropriate documentation as required by processing option, DU, or other automated underwriting evaluation tools
- Review and calculate monthly income documents provided. Perform a thorough review and analysis of borrower's credit, employment and assists as required by DU or loan programs before submitting the file to the underwriter. Assume conditions that may be needed prior to the file being reviewed by the underwriter
- Record and analyze all incoming information to ensure guideline compliance and evaluate loan feasibility
- Send written requests or make phone calls to customers, title company, attorney, realtor and other third parties to obtain additional information required to fulfill the loan. When applicable facilitate the ordering of FHA case numbers, PMI Certificate, Condominium Questioners, Insurance documentation, Payoff Statements, Subordinations and work with other third-party vendors to obtain clear titles
Collector
Ditech Financial LLC
Saint Paul
02.2016 - 08.2016
- Manage Customers Account (single point of contact)
- Negotiate payment of debt to bring client's account current on inbound and outbound call
- Offer program options available to resolve delinquency
- Conduct over the phone interview with customer to determine the reason for delinquency
- Input data into computer system
- Navigate thru different computer screens
Business Customer Care Representative
AT&T
Bloomington
02.2015 - 06.2015
- Activate new lines of service
- Create new business accounts
- Transfer billing responsibility from one party to another
- Perform credit and data analysis
- Respond to customer inquiries regarding account(s) via phone and email
Education
Bachelor of Science - Paralegal Studies
National American University
RosevilleRoseville
Skills
- CRM and customer retention
- Customer satisfaction and service
- Empathy and courtesy
- Attention to detail
- Microsoft Office proficiency
- Adobe software expertise
- Team collaboration tools
- Oral and written communication
- Problem-solving skills
- Adaptability and flexibility
- Self-control and composure
- Effective listening techniques
- Time management strategies
Timeline
Contact Center Agent
Associated Eye Care
08.2023 - 07.2025
Customer Service Representative
PC's for People
04.2022 - 04.2023
Collector
Target Corporation
12.2019 - 01.2021
Customer Loan Processor
Ditech Financial, LLC
08.2016 - 05.2018
Collector
Ditech Financial LLC
02.2016 - 08.2016
Business Customer Care Representative
AT&T
02.2015 - 06.2015
Bachelor of Science - Paralegal Studies
National American University