Sonia Sandhu

Work History

Impark/Reef Technology

02.2021 - 05.2023

Developed and maintained relationships with customers and operations through account development.
Maximized performance by monitoring daily activities and mentoring team members.
Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Cross-trained existing employees to maximize team agility and performance.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Onboarded 30+ new employees with training and new hire documentation.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Accomplished multiple tasks within established timeframes.
Defined clear targets and objectives and communicated to other team members.
Interpreted contract terms and coordinated solutions to resolve disputes between clients and service providers.

Impark/Reef Technology

04.2017 - 01.2021

Verify compliance of call center activities with the prescribed rules and regulations and take corrective measures in case of discrepancies.
Monitor calls of representatives and ensure they are addressing customers' requests as per protocols.
Conduct performance evaluation for customer service representatives to identify and categorize staff at target achievers and non-achievers.
Provide tips to non-achievers on ways to improve work performance.
Assist with the development of the call center's operations, quality and training processes.
Promptly address customer negative feedback.
Resolve customer inquiries, issues, and complaints.
Handle social media complaints and escalations.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Impark/Reef Technology

09.2016 - 03.2017

Investigate and resolve escalations and satisfy customers with concrete solutions to their problems.
Assist customer service representatives with calls and escalations.
Handle form escalations and supervisor call backs.
Complete operation requests.
Acted as a team leader in group projects, delegating tasks and providing feedback.

Impark/Reef Technology

09.2015 - 08.2016

Run collections reports for branches.
Monitored accounts to verify compliance with payment terms and schedules.
Calculate and prepare invoices, account statements, and other financial statements according to established procedures.
Reconcile records.
Advise customers of necessary actions and strategies for debt repayment.
Confer with customers by telephone to determine reasons for overdue payments and to review the terms and collections process.
Record information about financial status of customers and status of collections efforts.

Impark/Reef Technology

05.2015 - 08.2015

Confer with customers by telephone to provide information about services/disputes, take payment, cancel accounts, or obtain details of complaints.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

JOEY Restaurant

01.2014 - 04.2015

Greet and seat customers.
Place food servings on plates or trays according to orders or instructions.
Take food orders and relay orders to kitchens or serving counters so they can be filled.
Total checks, present them to customers, and accept payment for services.
Operate cash register, handle money, and give correct change.
Package take-out foods or serve food to customers.