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Customer Service Office

Huntsville, Alabama, United States
November 27, 2018

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Sonya Freeman

** ******* **** *****, ***, Huntsville, AL 35806, United States • Mobile:256-***-**** •


Administrator offering more than 16 years of training experience in orientation, onboarding and management. Additional experience in human resources, A/R, A/P, payroll and budgeting. Diverse set of skills that also include e-Learning, creating and presenting training power points for Adobe webinars.


Brookdale Senior Living, Huntsville, AL

Community Programs Learning Specialist, 2014 to 2018 Responsible for training systems and programs in a company with over 80,000 associates to ensure state required compliance was met • Responsible for ensuring effective and efficient learning events throughout assigned areas.

• Responsible for building learning experiences at communities and larger district and divisional meetings.

• Partnered closely with team to build a national standard of consistency and success, acting as a brand ambassador for Learning and Development.

• Competent using software including: Windows, Word, PowerPoint, Outlook and the Internet.

• Delivered training through e-Learning using Adobe for webinars as well as extensive travel for live trainings.

• Developed, organized and delivered training content and materials to create a learning environment conducive for attendee learning transfers to occur.

• Prepared for course delivery by mastering training content along with the goals of the business and learning needs of the participants.

• Provided targeted divisional feedback on learning events to address learner needs.

• Created plans for success and provided coaching for underperforming participants.

• Understands and utilizes the adult learning and training delivery principles and best practices.

Emeritus Senior Living, Huntsville, AL

Business Office Trainer, 2010 to 2014

Responsible for individual and group trainings for new Business Office Managers nationwide.

Training Included:

HR, A/P, A/R, Operations, Payroll, Staffing, Management, Budgeting, Orientation and Onboarding, Annual In-services, Customer Service, Time Management

Systems and Software:

Microsoft Office-Word, Excel, Power Point, Outlook Learning Management System (LMS), Adobe, Kronos, e-Site, Agresso, Silverchair, Reliant, Peoplesoft, Concur, Myspend, PEAR, Tableau Sunwest Management, Huntsville, AL

Operations Specialist, 2005 to 2010

Served as Executive Director responsible for all community operations under span of control. Served as interim Executive Director nationwide as requested.

• Partnered with leadership to develop long-range objectives and strategies for each community under span of control.

• Supervised, directed and motivated staff. Maintained superior training and morale while ensuring training programs were effectively executed.

• Maintained high degree of resident satisfaction and retention through consistent delivery of high quality services.

• Provided leadership for staff and residents to include pro-actively solving problems and resolving issues.

• Developed annual operating and capital budgets. Meet and exceed occupancy and revenue goals for the community.

• Hired, trained, disciplined and terminated associates in accordance with company policies.

• Developed and maintained a positive image within the community.

• Assisted in developing and conducting service plan reviews as required by state codes.

• Responsible for ensuring building, grounds and properties are up to company standards through the oversight of preventative maintenance systems and programs.

Atria Senior Living, Huntsville, AL

Business Office Director, 2002 to 2005

Responsible for the direct management and supervision of the business office. Coordinated and managed all human resources, payroll, billing and operational processes within the department. • Oversaw the day-to-day operations of the business office, including staffing coverage and management.

• Organized office operations and procedures such as typing, flow of correspondence, filing and other operational duties. Evaluated office production, revised procedures, and devised new forms to improve efficiency of workflow.

• Processed orders for all necessary equipment and supplies. Ordered within budgetary guidelines and maintained inventory control.

• Promoted personal and professional growth of staff and conducted performance reviews. Placed ads, conducted interviews and made hiring decisions regarding open positions. Worked with human resources on disciplinary situations and met with associates to discuss issues or concerns.

• Reviewed weekly payroll reports for missed time punches and overtime.

• Processed invoices, billing and resident payments.

• Maintained personnel and training files.

• Completed resident agreements for move ins.

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