Sunday Lima

Detail-oriented client support and operations professional with 10+ years of experience managing high-volume inquiries, triaging requests, maintaining accurate documentation, coordinating escalations, and supporting users across healthcare and HR environments. Hands-on experience with Zendesk, Oracle, Microsoft Office, Google Workspace, HRIS, scheduling, registration, and billing systems. Recognized as a system super user and trainer with strong problem-solving, communication, prioritization, and remote-work skills.

Seeking to transition transferable service support experience into an entry-level Help Desk / Service Desk role.

Client and Patient Coordinator at Cooper Genomics (2021-01 – Present)

• Manage high-volume client and patient support requests by phone and email, providing timely status updates, next steps, and clear service communication.
• Enter and maintain request and case information across Zendesk, Xifin, 8-Patient, Oracle, and Access Schedule, supporting accurate documentation and request tracking.
• Review requisitions and daily schedules against established standard operating procedures, identifying missing information and following up on outstanding items.
• Coordinate issues across clients, patients, logistics, laboratory, genetic counselors, and billing teams, routing requests to the appropriate team and supporting escalation when specialized assistance is required.
• Educate users on testing processes and respond to routine questions while ensuring communication remains accurate, patient-focused, and HIPAA compliant.
• Train new team members on systems, workflows, and standard operating procedures, reinforcing consistent documentation and service practices.

Patient Coordinator at HENRY The Dentist (2019-03 – 2020-05)

• Monitored and triaged Zendesk and Gmail inboxes, prioritized incoming requests, responded to users, and routed issues to the appropriate provider or operational resource.
• Served as a super user for scheduling, registration, and billing systems, providing system guidance, basic troubleshooting, training, and assistance to colleagues.
• Tracked patient referrals, appointments, insurance information, and open coordination items to support timely follow-up and resolution.
• Communicated with patients and providers regarding treatment plans, insurance coverage, appointments, and next steps while maintaining accurate records.
• Created and updated ZocDoc schedules and coordinated telephone requests across multiple locations while following HIPAA privacy requirements.

Human Resource Shared Services Specialist at EXOS (2018-01 – 2019-03)

• Resolved team member support inquiries by phone and email, documented updates, and coordinated requests with HR and other internal teams.
• Processed and maintained employee data in Dayforce, Workday, and iCIMS with strong attention to accuracy, confidentiality, and established procedures.
• Supported onboarding and training workflows, including new-hire system setup, background checks, employment verification, compliance training, and access activation or deactivation.
• Managed multiple administrative requests, personnel records, audits, and deadlines while maintaining consistent follow-up and service communication.

Office Coordinator at EXOS (2016-04 – 2017-12)

• Supported day-to-day office workflows and responded to employee, visitor, vendor, Finance, Legal, and HR requests in a service-focused environment.
• Maintained organized records and onboarding documentation and supported new-hire setup in Dayforce, iCIMS, and Club Connect.
• Coordinated operational requests, supplies, background checks, and administrative tasks while prioritizing competing needs and deadlines.

Master of Business Administration (MBA) in Marketing Specialization – Ashford University (2019-10) Bachelor of Science in Business Administration, Marketing Concentration – University of Phoenix (2018-02)

Currently Enrolled: Course Careers Information Technology Program