Sonya Merriweather

**** ********** *****, *******, ** 35111 ad1mdt@r.postjobfree.com

205-***-**** mobile

SUMMARY

Professional with diverse background including tax preparation, customer service, account management, and quality control. Enthusiastic to meet new challenges. Works well in team or independently. SKILLS

• Tax Preparer (PTIN)

• Microsoft Office Suite

• Medical Terminology

• Customer Service

• Call Center

• Problem Solving

• Quality Inspector

• Financial Accounting

• DSL Technical/IT Support

• Marketing/Sales

• AS400

• Salesforce

• SharePoint

• Banking/Fraud

• Life/Annuities Insurance

WORK EXPERIENCE

Commercial Client Services(temporary)

Rose International at Regions Bank February 2023(one month contract) Inbound call center supporting commercial clients with Treasury Management products.

•Technical support by phone or email for treasury management products and services, which can be complex in nature.

•Remote troubleshooting through diagnostic techniques and pertinent questions.

•Research and resolve complex banking issues

•Handle client phone interaction while simultaneously documenting the event in the call tracking application

•Liaise between assigned departments and other areas of the bank to resolve transaction disputes/inquiries and payment processing issues Quality Analyst (temporary)

The Onin Group at Mercedes-Benz U.S.A., Vance, AL August 2022 to November 2022

• Inspected and tested the materials and equipment produced by the supplier.

• Using specific tools and gauges including micrometer to verify gap tolerances.

• Removed products failing standards; recommended strategies to improve product quality

• Accepted or rejected finished products; discussed inspection results with the production team.

• Performed inspections at random to assess product quality.

• Recommended adjustments and changes to production processes Client Services Consultant/Debit Card/Fraud Representative Randstad Technologies, Inc., Birmingham, AL June 2022 to August 2022

• Answered, resolved, and/or initiated actions with customer on calls on all products and services.

• Consistently achieved performance standards for quality and productivity

• Cross sold additional bank products and/or services to customers to meet their needs.

• Identified fraud and resolved billing disputes and fraudulent activity for Debit Cards and Credit Cards using chargeback rules and regulations.

Customer Experience Advocate II/Life Product Expert Protective Life Corporation, Birmingham, AL June 2021 to June 2022

• Resolved, analyzed and processed complex research inquiries and status transactions.

• Checked and approved a variety of transactions using multiple administrative systems

• Prepared and updated company database with complete and accurate documentation

• Maintained comprehensive understanding of products, forms systems, procedures and specialty products (Indexed UL, Health and Industrial)

• Provided training to new employees.

• Researched and resolved inquiries for deceased owner, tax inquiries, manual cash value & surrender value calculations, interpreted legal documents, calculated surrender & cash values, PS58, US-58, interpolated terminal reserve & form 712, check reversal/reissues, premium & loan histories, and viatical owned policies.

• Resolved status requests for loans, restricted policies in grace or expired, deleted & added trailers, calculated interest amounts, Tefra and Tamra requests.

• Answers calls and/or escalated requests for both internal & external customers. Sonya Merriweather Résumé

SBA/PPP Small Business Lending Consultant (temporary) Randstad Technologies, Inc. for Wells Fargo Bank, Birmingham, AL September 2020 to April 2021

• Assisted callers to the NBBC (National Business Banking Center) with solutions to questions regarding existing application for the Paycheck Protection Program

• Authenticated caller verified co-workers with their SOTA (Secure One Time Authentication) code.

• Advised customers/business owner/sole proprietors of regulatory requirements.

• Completed and passed all mandatory training on EKOD’s (employee knowledge on demand) Worked in the mainframe of Reflections Workspace where the applications take place.

• Utilized Enterprise Complaint portal to resolve caller complaints. Sales Support/Service Agent/Benefits Advisor (temporary remote position) Randstad Technologies, Inc. for Cigna*Medicare Healthcare, Hoover, AL September 2020 to April 2021

• Resolved customer concerns by telephone and chat functions including complaints, billing, order status, Prime membership, and merchandise issues.

• Answered customer questions regarding products or services.

• Corrected orders, processed refunds

• Documented customer records with interactions

Income Tax Preparer (seasonal)

Jackson Hewitt Tax Service, Birmingham, AL January 2020 to March 2020

• Conducted thorough in-person interviews with potential clients, updated company’s proprietary tax software application.

• Delivered exceptional customer service by anticipating customer needs; considered how decisions/actions would impact customer.

• Answered client calls via the company’s national call center routing system.

• Completed all related tax forms in accordance with policies and in compliance with legislation and regulations.

• Consulted tax law reference materials to determine procedures for preparation of atypical returns.

• Answered questions and provided future tax planning to clients.

• Resolved client complaints or referred situations to supervisor (as appropriate) for resolution.

• Audited all tax return forms for accuracy and completeness. Customer Service Representative

Social Security Administration, Birmingham, AL September 2008 to April 2017

• Answered unscreened calls for continuous periods of time on SSA’s national 800 number.

• Provided quality customer service in a fast-paced, high call volume environment.

• Conducted interviews to determine the nature of the call and provided assistance.

• Determined eligibility for various SSA programs utilizing screening and interview methods.

• Provided information on SSA’s policies and procedures; resolved customer questions.

• Kept updated on new procedures for TSCOG, POMS, and policy net

• Processed W-4Vs, Medicare, retirement, disability and SSI information and inquiries

• Referred customers to other federal agencies such as Internal Revenue Service, Department of Homeland Security, Department of Veterans Affairs, Centers of Medicare/Medicaid Services EDUCATION

Business Administration Studies Walden University Online Accounting Studies Colorado Technical University Online Business Management Studies Southern New Hampshire University International Business/Economics Studies Strayer University Marketing Studies Auburn University Montgomery

Marketing Studies Alabama State University

Sonya Merriweather Résumé

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