Sonia Gonzalez Email & Phone Number

Salt Lake City, UT, US

Draper, Utah, United States

Draper, Utah

Draper, Utah

Draper, Utah

Work closely with Implementation staff during the implementation phase and with Account Management to ensure service objectives are met.Ensure client assignments are distributed appropriately to multiple department team members on my accounts.Provide direction as well as oversee the coordination of schedules and resources including project management for.

Research & resolve escalated employee issues using Win Flex, FoxPro, CRM, Clarify, Outlook, & employee self-service (eSS) website to identify trends, update EE records, & notify HR contacts upon issue resolution.Facilitate bi-weekly conference call meetings with Union representatives from 7 different locations.Manage multiple client outlook email.

 Took on a high profile client and handled all data/processes manually. Ensure accuracy of data input/output through audits and comparing data. Member of the IVR error team and worked on resolving IVR errors directly in the system. Troubleshoot issues and know when they needed to be escalated to the appropriate team or contact. Act as a mentor for new.

 Took inbound calls for the COBRA call center. Resolved issues concerning billing. Trained new customer service representatives. Researched multiple computer systems for accurate information. Assisted all incoming Spanish calls and inquiries.

Education record

Education record