SONIA ANTONY
Kochi
Summary
Dynamic and dedicated professional with over7 years of experience across customer support, administration, and teaching. Known for exceptional problem-solving skills, strong communication abilities, and a proactive approach to challenges. Proven track record in effectively managing customer queries, streamlining administrative processes, and delivering engaging educational content. Adept at working collaboratively in team environments as well as independently. Highly adaptable, continuously learning and applying new skills to stay ahead in the ever-evolving industry landscape. Committed to driving organizational success through innovative strategies and meticulous attention to detail.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Speridian Technologies Pvt. LTD
05.2023 - Current
- Handled customer inquiries and efficiently resolved issues across phone, email, and chat channels.
- Maintained a deep understanding of company products to provide accurate and helpful information to customers.
- Used ticketing systems to organize and process support requests, ensuring timely resolutions.
- Documented customer interactions thoroughly in the case management system for future reference.
- Leveraged CRM tools to track cases and maintain personalized customer connections.
- Consistently ensured high levels of customer satisfaction by providing empathetic and professional support.
- Delivered clear, step-by-step guidance to customers facing technical challenges, resolving issues effectively and improving the user experience.
Customer Associate Executive
Intellero Technology & Management Solutions Private Limited, Nagpur
02.2023 - 04.2023
- Managed incoming and outgoing calls to provide office information, address inquiries, connect callers to staff, and communicate with patients and providers.
- Scheduled patient appointments in doctors' calendars, ensuring accuracy and following up with reminder calls.
- Used patient scheduling and billing software, including Practice Fusion, Practice Suite, Dentrix, and Eaglesoft, to streamline operations.
- Handled sensitive patient information with professionalism, maintaining strict adherence to HIPAA regulations.
- Collaborated with healthcare providers to optimize schedules and improve patient care outcomes.
- Followed up with patients to reschedule missed appointments, ensuring continuity of care.
Healthcare Associate
Tequare Technologies Pvt Ltd
01.2022 - 01.2023
- Managed calls to provide office information, address inquiries, and facilitate communication with patients and providers.
- Scheduled and maintained accurate patient appointments, following up with reminder calls to ensure attendance.
- Utilized scheduling and billing software such as Practice Fusion, Practice Suite to enhance efficiency.
- Ensured compliance with HIPAA regulations while handling sensitive patient information.
- Trained new staff on scheduling protocols, fostering a well-prepared and efficient team.
- Collaborated with healthcare providers to optimize schedules and improve patient outcomes.
- Followed up with patients to reschedule missed appointments and maintain continuity of care.
Administration Manager
Niraala Management Consultancy Pvt Ltd.
07.2020 - 01.2021
- Maintained CRM database with customer updates and report generation
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management
- Monitored and tracked performance of employees, identifying and targeting areas in need of improvement and further training
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions
Academic Counsellor
Sports and Management Research Institute
02.2020 - 07.2020
- Organized seminars, workshops, and educational programs for enrichment opportunities for students
- Provided support and guidance to students experiencing academic and personal troubles
- Received and reviewed transcripts to determine eligibility for admission to college or specific programs
Computer Teacher
St.Vincent Depaul EM School
07.2019 - 12.2019
- Trained and developed students' skills in word-processing, spreadsheet and database programs
- Tested and evaluated student progress to determine effectiveness and impact of teaching methods, materials and projects
- Attended professional development technology courses to increase knowledge base and learn new information
- Emphasized web etiquette and practical applications of technology for professional use
- Administered and graded tests and assignments to evaluate students' progress
- Provided one-on-one attention to students, while maintaining overall focus on entire group
Customer Care Representatives
EVM Honda
07.2012 - 05.2013
- Handled many calls daily, with duties including signing up new customers, retrieving customers data, presenting relevant product information, and cancelling services
- Received an average85% of customer satisfaction rating to date,15% higher than the company average
- Memorized entire line of company product and services, including prices and special discount
- Remained calm and courteous at all the times, even during the moments of intense customer displeasure
Sales Executive
Pandhal Cake Shop
04.2011 - 06.2012
- Handled many calls daily, with duties including signing up new customers, retrieving customers data, presenting relevant product information, and cancelling services
- Remained calm and courteous at all the times, even during the moments of intense customer displeasure
Education
B.Ed - undefined
MG University
KeralaB.A - Economics
MG University
KeralaHigher Secondary - undefined
KHSE
Secondary - undefined
SSLC
Skills
- Attention to details
- Confidentiality
- Problem Solving
- Creativity
- Team Work
- MIS Reporting
- Communication
LNGG
EXPERT IN ENGLISH, HINDI, AND MALAYALAM LANGUAGES
Timeline
Customer Service Representative
Speridian Technologies Pvt. LTD
05.2023 - Current
Customer Associate Executive
Intellero Technology & Management Solutions Private Limited, Nagpur
02.2023 - 04.2023
Healthcare Associate
Tequare Technologies Pvt Ltd
01.2022 - 01.2023
Administration Manager
Niraala Management Consultancy Pvt Ltd.
07.2020 - 01.2021
Academic Counsellor
Sports and Management Research Institute
02.2020 - 07.2020
Computer Teacher
St.Vincent Depaul EM School
07.2019 - 12.2019
Customer Care Representatives
EVM Honda
07.2012 - 05.2013
Sales Executive
Pandhal Cake Shop
04.2011 - 06.2012
B.Ed - undefined
MG University
B.A - Economics
MG University
Higher Secondary - undefined
KHSE
Secondary - undefined
SSLC
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