Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Timeline
Generic
Sofia Vela

Sofia Vela

McAllen,TX

Summary

Bilingual customer service and administrative professional with 8+ years of expertise, including call center experience. Skilled in communication, relationship-building, and problem-solving, with a strong ability to collaborate across teams. Proficient in Microsoft Office Suite and quick to adapt to new technology. Highly organized, detail-oriented, and capable of managing multiple priorities in fast-paced environments. Adept at following policies and procedures while ensuring efficiency and compliance. A self-motivated team player who also excels at working independently, maintaining professionalism, discretion, and confidentiality. Currently seeking to re-enter the workforce after taking time off to provide care for a disabled family member while staying engaged through freelance work.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Family Leave

Home Care Aid
10.2024 - 03.2025
  • Provided in-home care for my father in preparation for kidney transplant operation.
  • Provided post-operation care until recovery.
  • Managed and monitored a specialized post-kidney transplant diet, ensuring adherence to medical guidelines and nutritional requirements.

Bilingual Document Translator (Temporary)

Soberon Group
03.2024 - 10.2024
  • Demonstrated proficiency in using various software applications such as Microsoft Office Suite to create documents, spreadsheets, presentations, and reports efficiently and accurately.
  • Collaborated with chefs to create recipe books for company restaurants.
  • Created orientation manuals, presentations, and new employee onboarding documents in Spanish and English.
  • Translated documents between Spanish and English.
  • Managed the copying, printing, and laminating of documents, ensuring high-quality output and adherence to deadlines.
  • Maintained files and filing, keeping sensitive information confidential.

Family Leave

Home Care Aid
01.2024 - 03.2024
  • Provided home care for my father due to Stage 5 chronic kidney disease.
  • Managed and coordinated dialysis treatments for an individual with Stage 5 chronic kidney disease, ensuring adherence to medical schedules and treatment protocols.
  • Assisted with at-home dialysis procedures for and transportation to medical facilities for in-center treatments.
  • Monitored vital signs, fluid intake, and dietary restrictions to support overall health and well-being.
  • Communicated with healthcare providers to track progress, report concerns, and adjust care plans as needed.
  • Maintained detailed records of treatments, symptoms, and medication schedules while ensuring strict compliance with medical guidelines.

Bilingual Service Consultant Associate (Virtual)

Progressive Insurance
08.2023 - 01.2024
  • Handled inquiries and transactions for single or multiple lines of business and states.
  • Identified the customer's motive for calling and understood the customer's insurance needs.
  • Added and deleted vehicles, drivers, and coverage from existing policies.
  • Processed cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive systems.
  • Managed an average of 60+ calls a day and met several metrics, including goals for upselling, accuracy and phone efficiency.
  • Kept up-to-date knowledge on new products and services available in order to provide better advice and service.
  • Developed strong customer service skills through resolving customer queries and complaints in a timely manner.
  • Provided technical support assistance to help troubleshoot any problems encountered by customers.
  • Effectively managed multiple tasks simultaneously while maintaining a high level of accuracy.

Customer Service Manager and Salon Administrator

Happy Salon
03.2016 - 04.2023
  • Answered multi-line phone system and made daily confirmation calls.
  • Utilized scheduling software to manage appointments and input, tracked, and maintained inventory data.
  • Scheduled and coordinated appointments for clients, taking into account stylist specialties, service durations, and client preferences to maximize efficiency and satisfaction.
  • Managed the salon email account and responded to all customer inquiries.
  • Managed and tracked the salon reward system for customer product purchases and sent out monthly purchase rewards.
  • Assisted stylists with product sales, as well as sales goals.
  • Developed and implemented a sales goal tracking system to monitor performance and sales projections.
  • Created new Front Desk training manuals.
  • Managed all onboarding and training processes.
  • Filed salon billing and other business-related paperwork.

Education

St. Edward's University
Austin, TX

Skills

  • Customer Relationship Management (CRM) Tools
  • Call Center Experience
  • Technical Troubleshooting
  • Payment Processing and Billing
  • Office Administration and Organization
  • Calendar Management and Scheduling
  • Microsoft Office Suite
  • Data Entry and Database Management
  • Professional Written and Verbal Communication
  • Remote Work and Virtual Collaboration

Certification

TQUK Level 5 Certificate in Teaching English as a Foreign Language (RQF)

International TEFL Academy

2021

Languages

Spanish
Native/ Bilingual

Timeline

Family Leave

Home Care Aid
10.2024 - 03.2025

Bilingual Document Translator (Temporary)

Soberon Group
03.2024 - 10.2024

Family Leave

Home Care Aid
01.2024 - 03.2024

Bilingual Service Consultant Associate (Virtual)

Progressive Insurance
08.2023 - 01.2024

Customer Service Manager and Salon Administrator

Happy Salon
03.2016 - 04.2023

St. Edward's University
Sofia Vela