Sonia Amuchienwa

Results-driven customer service professional with 5+ years of experience delivering outstanding support across phone, live chat, email, and social media channels. Proven track record working remotely for organisations including Eagle Clinic Center, Stanley G. Falk School, Goodwill Industries of Western New York, and Eaton Industries.

Skilled in CRM systems, case management, scheduling, conflict resolution, and cross-functional team collaboration. Adept at managing high-volume inquiries with professionalism, accuracy, and empathy, while consistently meeting SLA targets and driving customer satisfaction.

Customer Service Representative - Eagle Clinic Center - Remote

(2025-09)

• Serve as the first point of contact for patients and clients, managing inbound inquiries via phone, email, and live chat with professionalism and care.
• Schedule and coordinate patient appointments, follow-ups, and referrals, ensuring accurate records and seamless clinic operations.
• Resolve patient concerns, billing queries, and service complaints promptly, escalating complex issues to the appropriate clinical or administrative team.
• Maintain up-to-date patient records and documentation in the CRM system, ensuring data accuracy and compliance with relevant privacy regulations.
• Liaise with internal departments to ensure patients receive timely and consistent communication throughout their care journey.
• Identify recurring issues and contribute feedback to improve service workflows and patient experience outcomes.

Customer Support & Operations Assistant (Contract) - Stanley G. Falk School - Buffalo, NY (Remote)

(2025-04 - 2025-09)

• Served as the primary point of contact for inbound inquiries via phone and email, providing professional and timely responses to families, staff, and external stakeholders.
• Coordinated scheduling, onboarding steps, and follow-up communications to ensure a seamless experience for new and existing clients.
• Managed and updated records across internal systems, maintaining accuracy and consistency in all documentation.
• Handled sensitive and confidential information with strict adherence to data protection policies and organisational protocols.
• Supported daily administrative operations including calendar management, correspondence, and preparation of client-facing materials.
• Collaborated with the operations team to identify service gaps and implement improvements to response workflows.

Volunteer Support & Admin Specialist - Montessori Model United Nations - New York, NY (Remote)

(2025-01 - 2025-04)

• Managed end-to-end communications and support for 50+ volunteers across multiple time zones in a fast-paced, deadline-driven environment.
• Responded to volunteer inquiries via email and messaging platforms, ensuring clear and timely information was provided at each stage of the programme.
• Coordinated volunteer scheduling, onboarding documentation, and role assignments to ensure smooth event delivery.
• Implemented a response-tracking system that improved service visibility, reduced average response times, and enhanced overall volunteer experience.

Customer Service & Admin Support Representative - Goodwill Industries of Western New York - Buffalo, NY

(2024-04 - 2025-01)

• Handled high volumes of employee and candidate inquiries across retail and warehouse operations, ensuring consistent and efficient service delivery.
• Resolved complaints, service issues, and HR-related queries by accurately assessing each situation and applying appropriate solutions.
• Maintained accurate records across CRM and HRIS platforms, supporting data integrity and compliance requirements.
• Collaborated cross-functionally with HR, operations, and floor management teams to ensure smooth communication and timely issue resolution.
• Assisted with onboarding coordination including document collection, scheduling, and system access set-up for new employees.
• Contributed to process improvement initiatives by identifying recurring inquiry patterns and proposing practical workflow solutions.

Customer Support & Administrative Assistant - Eaton Industries - Hybrid

(2022 - 2024)

• Responded to customer queries via email and phone, providing accurate, professional, and solution-focused assistance across a range of product and service enquiries.
• Managed data entry, documentation, and record-keeping using Microsoft Office Suite, Google Workspace, and CRM systems, ensuring high levels of accuracy.
• Assisted in diagnosing and troubleshooting basic IT issues for clients, escalating unresolved technical matters to the appropriate support team.
• Supported market research initiatives by gathering and documenting customer feedback on products and services to inform business decisions.
• Maintained detailed logs of all customer interactions, complaints, and resolutions to support quality assurance and process improvement efforts.
• Participated in ongoing training programmes to stay current with best practices in customer service, data handling, and internal systems.

BS - Public Relations & Organizational Communication - Murray State University (2023)