Sonia Rattray
Freetown
Summary
Motivated professional with extensive experience in client communication and relationship management. Expertise in general accounting and finance transactions, coupled with a talent for identifying and addressing customer needs. Proven ability to deliver effective solutions to complex problems. Focused on applying skills to advance company initiatives.
Overview
6
6
years of professional experience
Work History
Secretary and Driver
Parkes Refridgeration and Air Conditioning
05.2025 - 09.2025
- Handled correspondence and paperwork (invoices, estimates, reports, etc)
- Managed schedules, appointments, service vehicle, and equipments
- Communicated effectively with team and clients
- Maintained records and organization
- Coordinated logistics and schedules
- Dispatched teams to job sites
- Transporting technicians to job sites safely
- Handled equipment loading/unloading
Travel Agent Assistant
Cunningham’s Exquisite Travel and Tours
08.2024 - 01.2025
- Booked travel arrangements (flights, hotels)
- Communicated with clients (chats, calls, and emails)
- Managed itineraries
- Researched destinations and travel options
- Handled administrative tasks
Resolution Specialist Team Leader
Sagility Ltd
06.2023 - 05.2024
- Assisted team in ensuring they met Key Performance Indicators (KPIs)
- Assisted team with meeting quality metrics
- Coached individual team members who failed to meet specific KPIs
- Advocate for team when issues or non-issues arise
- Delegated tasks to help avoid overworking
- Assisted individual team members in completing tasks
- Promoted engagement amongst team
- Created coaching logs to track performance
- Issued documentation for repeat offenders
- Completed team production hours
- Managed inventory via Microsoft excel
- Communicated and presented to managers, directors and clients.
Resolution Specialist
Sagility Ltd
07.2022 - 06.2023
- Completed research in obtaining medical records, x-rays and other necessary PHI to assist the insurance Medical Doctors with making decisions to either approve or deny a medical service
- Made outbound calls to insurance members to advise of appeal received, approval and denial.
- Generate and send letters to insurance members for appeal acknowledgement, approval, denial and/or additional information
Customer Care Representative
Hinduja Global Solutions (HGS) now known as Sagility Ltd.
06.2019 - 06.2022
- Assisted insurance members in paying dental insurance premiums
- Assisted insurance members with cancelling insurance policies.
- Explained with details claims filed for insurance members
- Assisted insurance members of their dental benefits
- Assisted insurance members with how to file grievances
- Assisted insurance members with finding local dental providers
Education
Bachelor’s of Science - Nursing
University of Technology
10.2021
Skills
- Adaptable mindset
- Efficient scheduling
- Customer relations
- Teamwork skills
- Ability to perform under pressure
- Clear communication
References
- Michelle, Golding-Hylton, Mrs., michgold67@yahoo.com, (876) 504-0455, Salvation Army School for the Blind and Visually Impaired
- Rayon, Eldemire, Mr., rayon.eldemire@yahoo.com, (876) 788-6241, Jamaica Constabulary Force
Timeline
Secretary and Driver
Parkes Refridgeration and Air Conditioning
05.2025 - 09.2025
Travel Agent Assistant
Cunningham’s Exquisite Travel and Tours
08.2024 - 01.2025
Resolution Specialist Team Leader
Sagility Ltd
06.2023 - 05.2024
Resolution Specialist
Sagility Ltd
07.2022 - 06.2023
Customer Care Representative
Hinduja Global Solutions (HGS) now known as Sagility Ltd.
06.2019 - 06.2022
Bachelor’s of Science - Nursing
University of Technology
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