Sonny L. Email & Phone Number

Portland, Or, Us

United States

Played a pivotal role within Client success and Managed Services org driving the evolution of AI/ML functionality for Solvvy/ZVA chat bot maintenance.Collaborated extensively with cross-functional teams to ensure the seamless integration and enhancement of AI capabilities.Engaged proactively with clients, addressing and resolving intricate engineering and technical challenges with a focus on delivering high-quality solutions.Established a reputation as a trusted technical advisor, fostering enduring client relationships.Functioned as the primary data and analytics , employing a strategic approach to streamline product-to-product migrations, support processes, and engineering performance.Applied data-driven insights to inform decision-making and elevate team performance.Implemented sophisticated processes to optimize team workflows, resulting in heightened productivity and operational efficiency.Actively contributed to the continuous improvement of operational frameworks, aligning them with industry best practices.

Scaled, Trained, and managed a dynamic team of over 20 members, fostering a culture of excellence, inclusion, and efficiency.Established and managed Compliance, QA, and Case Management Departments, ensuring adherence to industry standards and best practices.Collaborated seamlessly with cross-functional teams, including marketing, traffic, and sales, to enhance overall client experience and discover revenue-generating opportunitiesActed as a Database Administrator for the company-wide CRM, optimizing data management for enhanced efficiency, security, and accuracy. Utilized advanced data analytics to predict, realize, and adjust strategic spending.Provided valuable insights on VMD allocation, contributing to informed decision-making processes.Oversaw and followed up on all aspects of Case Work, ensuring a high level of efficiency and client satisfaction.Provided effective training and support to the Client Experience Team, driving continuous improvement.Led the training, growth, and management of the Customer Experience Team, focusing on tracking the client's shopping journey from lead to renewal, resulting in an annual affectuation/retention rate increase from <30% to 87% YoY.Coordinated with the front-line sales operation to execute the annual renewal process for health and Medicare policies, ensuring client satisfaction and retention.

Chicago, Illinois

Solutions engineer work for major municipality sites- Indy.gov, SF.gov and Chicago’s MPEA system. Maintaining Gem CMS and leading transition to graph CMS.Salesforce SME for clients utilizing SF for their Screendoor integration. Performed solutions engineer tasks such as content management, API updates and full feature deploys to physical kiosks for end user payments.Function as Lead technical advisor, and client success manager for Screendoor, a case management web based software.Troubleshooting and fixing technical issues, both in person and remotely, for physical kiosks and client systems. Systems administration. Utilized tools such as periscope data, tableau, and metabase to build data reporting dashboards for clients to report payment kiosk and client site performance.Responsible for training and developing support personnel on SaaS products such as Screendoor and Revenue manager. Client training, onboarding and relationship management.

Chicago, Il

Deliver exquisite, in-person support tailored to the interaction to better serve driver-partnersWalk driver-partners through the onboarding process and all of the tools they’ll need to be successful on the Uber platform including links, videos and resource in addition to that provided by Uber.Help existing driver-partners troubleshoot any issues they experience (i.e. a delayed payment)Help brand the Uber name and get driver-partners excited to get on the roadMaintain a working knowledge of new Uber policies, procedures, and programs that affect driver-partners and their ability to earn while utilizing the Uber platform.Work with the various teams external of the Greenlight organization to develop an understanding of their procedures and how they impact partner interactionsManage and maintain Point Of Contact for the CSAT feedback initiative and advise management of any findings during bi-weekly one on ones and weekly analytics reports when possible.Participate in the Uber Chicago GLH Culture Committee aimed at creating a more open and inclusive workplace culture.

Chicago, Illinois

Deliver exquisite, in-person support tailored to the interaction to better serve driver-partners.Walk driver-partners through the onboarding process and all of the tools they need to be successful on the Uber platform.Help existing driver-partners troubleshoot any issues they experience (i.e. a delayed payment).Help brand the Uber name and get driver-partners excited to be on the road.Stay on top of new Uber policies, procedures, and programs that affect driver-partners.Work with the Driver Operations team to make our support processes even better.Assist with events and promotions as needed (occasionally off-site, during off-hours or weekends).Manage and maintain Point Of Contact for the CSAT feedback initiative and advise management of any findings during weekly meetings and anylitics reports.Point of Contact for the Uber Chicago Culture Committee aimed at creating a more open and inclusive office culture.

Lincolnshire, Il

Accurately answer customer questions and address concerns regarding medicare and overall health insurance related products including laws and policies for each state and company.Enroll customers in selected Medicare Health Insurance, prescription drug, vision, and dental plans Handle inbound service calls accurately and completely Actively listen to identify customer questions; utilize probing questions as necessary Drive sales and revenue by assisting customers in making healthcare decisions over the phone Meet monthly sales and performance goals Maintain compliance with Centers for Medicare and Medicaid Services and Medicare Guidelines Deliver a consistently positive customer service experience ethically and professionally

Greater Milwaukee Area

Trained and supervised professional team responsible for maximizing potential sales Ensured call efficiency and timeliness with strategic business unit goals Provided feedback to increase business performance, including sales and opportunities Resolved “escalated” calls appropriately and efficiently Communicated and upheld policies and procedures Reported results of quality programs and incentive plans to increase performance standards Recruited and assisted with training of new employees

Greater Milwaukee Area

Exceeded individual and team performance objectives of service availability and quality goals Ensured department processes and procedures were upheld Identified process inefficiencies and communicated potential solutionsUtilized available data to improve and increase first-call resolutionsEnsured performance metrics were met; analyzed productivity, revenue, and customer serviceAchieved sales objectives established by Director of Customer Solutions.

Managing daily operations of 9-15 agents Assist customers with tech support, billing and service needs Exceed performance standards set by corporate leadership Coaching and developing sales and technical support agents Ensured performance metrics were met; analyzed productivity, revenue, and customer service De-escalated escalated calls with empathy, professionalism and outcome based problem solving.Recruited and assisted with training of new employees

Newport Beach, California

Data Management/ Data Analytics And Modeling

Full Stack Web Development Certification, Computer Software Engineering

Bachelor Of Science - Bs, Actuarial Science, 3.9