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, TXSkills
- 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
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