SONYA PYNE
Ocho Rios,Jamaica
Summary
Client Services and Inbound Sales professional with over 11 years of experience guiding warm leads from the first inquiry, through quoting, booking, and confirmation. Background in travel booking, real estate transactions, and high-volume scheduling environments, supporting clients through detailed, time-sensitive service coordination. Highly skilled in CRM systems, follow-ups, pricing explanations, and cross-team communication to ensure client needs are met accurately and efficiently. Known for strong organization, clear communication, and delivering smooth, confidence-building client experiences in fast-paced, remote teams.
Overview
11
11
years of professional experience
Work History
Real Estate Agent (Part Time)
Golden Gates Realty
Ocho Rios, Jamaica
03.2019 - Current
- Responded to inbound buyer and renter inquiries regarding pricing, availability, and timelines.
- Maintained organized records in CRM/EHR, tracked workflows, and escalated cases for timely resolutions.
- Qualified client needs, budgets, and readiness to proceed.
- Managed high-volume client inquiries via phone, chat, and email.
- Prepared pricing breakdowns, contracts, and transaction summaries.
- Guided clients from first contact through the signed agreement.
- Tracked all leads, follow-ups, and deal progress in CRM and MLS systems.
- Scheduled and coordinated showings, meetings, and closing deadlines.
Scheduling Analyst/ Client Coordination Specialist
The Wound Pros LLC
Los Angeles, California
03.2023 - 11.2025
- Managed 50+ daily booking requests, changes, and confirmations across multiple service providers.
- Collected and verified client requirements, locations, and time preferences to ensure accurate scheduling.
- Used CRM, spreadsheets, and scheduling systems to assign, update, and confirm appointments.
- Coordinated closely with internal operations teams to ensure services were delivered on time.
- Resolved scheduling conflicts and last-minute changes to prevent service failures.
- Used mapping tools to plan routes and optimize appointment timing.
- Maintained 99%+ data accuracy in fast-paced, remote workflows.
Patient Navigator/Patient Care Coordinator
Circle Medical Technologies
San Francisco, California
09.2022 - 01.2023
- Served as the primary point of contact for clients, answering questions, and guiding them through scheduling and service processes.
- Collected the required client information, verified the details, and entered accurate records into the CRM and scheduling systems.
- Coordinated appointments between clients and service providers to ensure timely, smooth service delivery.
- Explained service steps, timelines, and requirements in clear, easy-to-understand language.
- Followed up with clients to confirm appointments, resolve issues, and ensure satisfaction.
- Maintained detailed documentation to support accurate billing, scheduling, and reporting.
Customer Service Team Manager-Revenue & Operations
Ibex Global- Amazon Retail
Ocho Rios, Jamaica
08.2019 - 08.2022
- Managed high-volume client accounts involving billing, refunds, and pricing adjustments.
- Resolved escalations and protected revenue through accurate policy enforcement.
- Maintained detailed CRM records and case documentation.
- Led a team of 25+ agents handling high-value customer interactions.
- Ensured service accuracy, compliance, and customer satisfaction.
Travel Agent – Client Booking & Sales
Oceanic Travel Fantasies
Ocho Rios, Jamaica
08.2018 - 03.2019
- Responded to inbound client inquiries regarding travel packages, pricing, availability, and special requests.
- Consulted with clients to understand trip details, budgets, and travel dates, and recommended appropriate services.
- Created customized quotes and processed payments to confirm bookings.
- Explained cancellation policies, refund terms, and change fees to support confident decision-making.
- Coordinated flights, hotels, and itineraries while ensuring all client requirements were documented.
- Maintained accurate records of bookings, payments, and client communications in CRM systems.
- Followed up with warm leads and existing clients to finalize reservations and resolve questions.
Sales Team Lead – Inbound & Outbound Sales
Sutherland Global Services (AT&T)
Kingston, Jamaica
08.2014 - 03.2017
- Consulted with clients regarding service plans, pricing, and billing options.
- Qualified customer needs, and recommended appropriate services.
- Explained contracts, pricing, and policies to support confident buying decisions.
- Closed sales and scheduled follow-up appointments in the CRM.
- Coached agents on conversion techniques, script adherence, and quality standards.
- Tracked sales performance, conversions, and follow-ups.
Education
Certificate in Supervisory Management, Level 1 - Leadership/ Organizational Management
Heart Trust NTA
01-2025
Certificate in Phlebotomy and Medical Assistant - Health Sciences
AAIMS Alliance Health Division
09-2024
Some College (No Degree) - Real Estate
Real Estate Training Institute
Kingston, Jamaica01-2018
High school diploma - Science & General Studies
Ferncourt High School
Claremont, St Ann, Jamaica07.2010
Skills
- High-Volume Email & Chat Support
- Client Consultation & Needs Discovery
- Quote Creation & Booking Confirmation
- CRM & Pipeline Management
- Pricing & Policy Explanation
- Follow-Ups & Client Retention
- Scheduling & Coordination
- Remote Work & High-Volume Communication
- Client Service & Transaction Excellence
- Booking Accuracy & Customer Satisfaction
- Client Onboarding & Account Setup
- Payment Processing & Deposit Handling
- Deadline & Booking Management
Accomplishments
- Three-time Top Team Manager, Ibex, Jamaica, 2021-2022
- Platinum Award - Sales & Client Excellence, Sutherland, 2015-2016
- First & Permanent Team Manager, Amazon Retail Ocho Rios, 2019
- Linkster on the Move - Team Player, The Wound Pros, 2025
Timeline
Scheduling Analyst/ Client Coordination Specialist
The Wound Pros LLC
03.2023 - 11.2025
Patient Navigator/Patient Care Coordinator
Circle Medical Technologies
09.2022 - 01.2023
Customer Service Team Manager-Revenue & Operations
Ibex Global- Amazon Retail
08.2019 - 08.2022
Real Estate Agent (Part Time)
Golden Gates Realty
03.2019 - Current
Travel Agent – Client Booking & Sales
Oceanic Travel Fantasies
08.2018 - 03.2019
Sales Team Lead – Inbound & Outbound Sales
Sutherland Global Services (AT&T)
08.2014 - 03.2017
Certificate in Supervisory Management, Level 1 - Leadership/ Organizational Management
Heart Trust NTA
Certificate in Phlebotomy and Medical Assistant - Health Sciences
AAIMS Alliance Health Division
Some College (No Degree) - Real Estate
Real Estate Training Institute
High school diploma - Science & General Studies
Ferncourt High School