Sonia D Leslie

412 E Philadelphia
Detroit, MI 48202
313 243-4759 Cell
313 872-6449 Home
sonialeslie4@yahoo.com

Summary:
My vast experience is in telecommunications as a call center customer service
representative. I have experience in sales and collections, both inbound and outbound. I
multi-task, problem solve, am detail-oriented, fact-find, and project a genuine desire and
concern to assist my customers with their questions or concerns. I type at 40 wpm. I have
good computer skills and am familiar with MS Office Suite. The breaks in employment
were spent experimenting in different industries of customer service, such as bartending,
door-to-door sales, telemarketing, file clerk, and manifestor. I am able to work most
shifts and open minded with a positive attitude. I am willing and able to learn new skills
and improve current. My primary goal is to exceed my employer and its customer base
expectations.

Employment History:

Veolia Transportation Detroit, MI

10/2009 12/2009 Customer Service Representative
Full-time. Call center. Inbound paratransit service for Metro Lift. Arranged reservations
for ADA approved clients via Trapeze application. Scheduled trips according to bus
availability. Coordinated trips outside DDOTs service area with Smart Connector. Some
outbound call activity required.

Mrs. Dove Griffin Detroit, MI

08/2008 09/2009 Child Care Provider
Part-time. Babysat two children ages 1 year and 4 years old. Fed, bathed, entertained and
nurtured both children. There was a break in employment between January 2009 and May
2009, when my services werent needed.

Mrs. Nancy Jackson Detroit, MI

08/2007 09/2008 Housekeeper
Part-time. Duties included but not limited to residential mopping, sweeping, dusting,
vacuuming, cooking, dog care, ironing, dish washing, and laundry. Employer 86 years
old at time services rendered.

Kelly Services Southfield, MI

09/006 12/2006 Support Service Technician
Part-time. Call center. Assigned to TechTeam Global. Helpdesk support to Sears and
Kmart employees. Utilized solutions to assist with software applications and resolve
clients issues.
Trinity Health Farmington Hills, MI
03/2005 07/2005 Senior Pension Plan Representative
Full-time. Call center. Multi-state membership. Explained defined benefit pension plan
and pension plan match accounts (401k and 403b), to participants working in hospitals
and nursing homes. Using PCE system, entered updates to participants records. Upon
participants request sent forms to change banking agreements, beneficiaries, and tax
deductions. Heavy large shelved filing. Responsible for monthly spreadsheet reports in
Excel. Responsible for processing incoming and outgoing mail; regular, certified, and
overnight express.

SBC Detroit, MI
08/1973 09/2003 Customer Service Representative
My first 5 years with SBC (known as Michigan Bell Telephone Company) were as a
maintenance clerk. I corrected grammar, spelling, and punctuation on my supervisors
correspondence. Processed and submitted timesheets to payroll for all employees in my
department. Heavy filing. Processed equipment check results and disbursed to other
departments. For the next 4 years I was an orders representative taking orders and
meeting sales objectives in the inbound residential call center. From there I moved to a
very fulfilling position as a billing representative for 15 years. I explained customers
bills, investigated disputed calls and service orders. I wrote orders to upgrade,
downgrade, or disconnect service, as well as change service. My expertise with orders
lead to a special assignment on the Special Action Force. I investigated customers with
extended out of service issues. Those issues involved joint efforts between departments to
resolve. I followed through until all issues were resolved and ensured accurate billing.
My last 6 years were spent as a collection representative inbound and outbound. I was
responsible for collecting on live accounts.

Education:
Some college coursework completed
Detroit Institute of Technology
Detroit, MI

Skills and Abilities:

*Cisco ACD*Multi-line telephone*Typing @40wpm*Data entry*Trapeze*Windows 98,
2000, XP*Outlook Express*GroupWise*Successful with computer-based self-training
courses*Fax*Copier*Printer

Honors and Achievements:

*High Integrity*Punctual*Good written and verbal communication skills*Good listener
with immediate appropriate response*Service leader and trainer experience*Work well in
team environment or alone*Successful with People Pro Skills, Dealing with Difficult
People, and a host of other courses and seminars to improve customer contact *Awarded
numerous commendations from customers, peers, and management in all fields of work