SONYA I. MINEAU
Worcester
Summary
Organized customer service representative providing skills to prioritize and multitask in a fast paced working environment. Successful in teamwork and providing the ability to de-escalate customer support issues.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REP
TOWN OF SHREWSBURY- SELCO
SHREWSBURY
10.2023 - Current
- Managed high volume of inbound calls to assist customers effectively
- Assisted customers with billing needs, including auto pay setup, billing history inquiries, and bill explanations to enhance customer understanding
- Resolving customer complaints through effective communication and problem-solving
- Assisting customers with payment arrangements and payment extensions when necessary
- Handled customer transactions by accepting payments through various methods including credit and debit cards
- Inputting new service orders for electric and communications accounts
- Upgrading and downgrading communications services
- Handling sensitive customer info (SSN, DOB, Address, Account Numbers etc)
- Supported marketing team during events by setting up stations and engaging with customers to communicate details on rebates and streaming services
- Created a training binder detailing step by step examples of how to input all types of service orders into the system
CLIENT CARE SPECIALIST
HERB CHAMBERS
NATICK
08.2022 - 10.2023
- Managed a high volume of inbound calls to assist customers effectively.
- Meeting and greeting clients upon their appointment arrival
- Handling internet leads and online inquiries
- Scheduling, rescheduling/, and confirming appointments via phone, email and/or text
- Set up appointment reminders through Outlook to enhance client communication.
- Delivered detailed information on available vehicles including carfax, service history, and window sticker features to assist clients in decision-making
- Communicated pricing options for cash purchases, financing, and leasing to clarify client choices
ESTABLISH SERVICE REPRESENTATIVE
NATIONAL GRID
NORTHBORO
12.2020 - 08.2022
- Managed client accounts and safeguarded personal information including SSN, DOB, and account numbers
- Ensured compliance by submitting accurate identity checks
- Processed high volume inbound calls to address customer inquiries and concerns
- Scheduling work orders for electricians doing new services and service upgrades
- Submitting emergency dispatch orders for instances such as outages and downed trees or power lines
- Handling client accounts and personal info such as SSN, DOB and account numbers
- Submitting identity checks
CUSTOMER SERVICE REPRESENTATIVE
COVENIER INSURANCE
WORCESTER
07.2019 - 12.2020
- Managed client accounts and confidential information
- Assisting with new insurance policy inquiries (Homeowners, Vehicle, Earthquake and Life)
- Providing details and pricing on existing and new insurance policies and coverages as well as making changes to policies
- Delivered detailed information and pricing on insurance policies and coverages, facilitating policy changes
- Processing payments via phone using credit/ debit card and checking accounts
- Processed payments via phone using credit/debit cards and checking accounts
CUSTOMER SERVICE REPRESENTATIVE
CHARTER SPECTRUM
WORCESTER
06.2016 - 07.2019
- Handling high volume inbound calls
- Managed high volume of inbound calls, resolving client inquiries efficiently
- Providing detailed outage info to clients
- Troubleshot telephone issues for cable services
- Telephone troubleshooting for cable services only
- Delivered detailed outage information to clients, improving communication and service transparency
Education
Certificate - Medical Terminology
WORCESTER STATE UNIVERSITY
Worcester, MA08-2020
High School Diploma - Interior Painting and Design
WORCESTER TECHNICAL HIGH SCHOOL
Worcester, MA05-2014
Skills
- CRM/ Salesforce
- Computer Proficiency
- CRM software
- Billing Management
- Group Collaboration
- Microsoft Office
- Active Listening
- Organization
Proficient In
- Microsoft Outlook
- Microsoft Excel
- Google Sheets
- Salesforce
- Canva
Timeline
CUSTOMER SERVICE REP
TOWN OF SHREWSBURY- SELCO
10.2023 - Current
CLIENT CARE SPECIALIST
HERB CHAMBERS
08.2022 - 10.2023
ESTABLISH SERVICE REPRESENTATIVE
NATIONAL GRID
12.2020 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
COVENIER INSURANCE
07.2019 - 12.2020
CUSTOMER SERVICE REPRESENTATIVE
CHARTER SPECTRUM
06.2016 - 07.2019
Certificate - Medical Terminology
WORCESTER STATE UNIVERSITY
High School Diploma - Interior Painting and Design
WORCESTER TECHNICAL HIGH SCHOOL