Sonya Johnson

***** ****** ***** -*** ** Warren, MI 48088 - Phone 313-***-**** Email: acwm11@r.postjobfree.com

PERSONAL PROFILE

Over 12 years of exemplary customer service experience and exposure. I’m diplomatic and patient with all types of individuals and organizational levels. Highly organized, with great attention to detail and follow-through, flexible and willing to learn new tasks; keen ability to not only implement process improvements; but also create process enhancements. Over the years, I have acquired an aptitude for a variety of industries ranging from Telecom, Mortgage lending, Finance and Healthcare.

PROFESSIONAL EXPERIENCE

GP Strategies/Officeteam Troy, MI October 2015-Present

Program Administrator

Reviewing time sensitive documents for tuition reimbursement approval

Verifying bank files and bank transfers while managing program budget

Auditing processed files

Answering incoming calls for Apple Employees seeking reimbursement

Processing Applications for tuition benefits

Enforcing policy and guidelines for the program

Bullseye Telecom Southfield, MI October 2013-October 2015

Client Service Representative

Led a team of 5 individuals in sale conversion during a bankruptcy company acquisition

Formulated documentation for new procedures

Administered repair tickets, investigated data and voice issues

Managed reports for no activity or missed commits

Coordinated large project migrations for both non-complex and complex service

Aerotek /TitleSource/Quicken Loans Detroit, MI January 2013-October 2013

Title Clearance Analyst

Researched liens/ judgments against refinanced properties and individuals

Obtained legal documentation to clear liens that would prevent refinancing

Gathered data for several bank sponsored programs and specifications through government program HOPE

Monitored over 400 accounts daily for potential changes or updates

Novadebt Farmington Hills, MI April 2010-February 2013

Certified Credit Counselor/Team Lead

Managed a team of eight

Implemented community sponsored debt management plans and sponsored education

Crafted innovative customer debt solutions based on state guidelines and specifications

Analyzed credit reports and housing to offer stabilized solutions

Partnered with finance lenders on home loan modifications (i.e. Hope Program)

Collaborated with management from remote locations regarding feedback of new hires,

Executed credit, collections for debt management plan account/ collections on delinquent accounts for over 250 daily

Compiled financial information for individuals seeking debt counseling

Facilitated elementary/middle school financial workshops for students, parents and staff

Johnson, 2

Act One/ Henry Ford Hospital Detroit, MI August 2009-April 2010

Patient Advocate

Fulfilled prescription refill request

Scheduled appointments

Validated Insurance

Reviewed lab results and dictations

Case Management Review

Harvard Group/Allegis/BCBSNJ Clinton Twp., MI June 2008-August 2009

Explained customer plan benefits

Reviewed claims

Verified eligibility for service

Managed explanation of rejected claims

Followed-up of cases referred to case management

Handleman Troy, MI September 2005-February 2008

Customer Business Analyst/Team Lead

Managed logistics and inventory of prerecorded music and console wide hardware/software

Served as liaison between the retailer and distribution company

Analyzed the feasibility and development requirements for enhancements for faster delivery of time-sensitive product

Identified opportunities for process improvements

Provided technical assistance for ordering mandatory products

Compiled data using Oracle and access queries to analyze needs and trends

Use of Oracle, SAP and CRM databases

LDMI Southfield, MI January 2003-September 2006

Customer Service Representative III/Team Lead

Executed orders for moves, changes, additions and deletions for both business/residential customers

Researched phone and connectivity issues

Validated order errors related to provisioned returns (RTS orders)

Processed collection payments and issued orders for service restoral

Provided explanations for billing as well as resolved billing disputes

EDUCATION

Associates of Business Management May 2010 Baker College

Bachelors of Science in Business Administration December 2016 (anticipated) Kaplan University

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