Sofia Rojas
Boca Raton,FL
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Receptionist Administrator
Automax of P.A
03.2020 - 05.2021
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Facilitated communication between departments, improving overall organizational efficiency.
Customer Service Lead
Bright N' Shine Pet Dental
05.2021 - 08.2023
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Enhanced brand visibility by creating and implementing strategic marketing campaigns.
- Implemented digital marketing initiatives, including social media management and email marketing campaigns, targeting international audiences.
Manager of Operations
Bright N' Shine Pet Dental
10.2023 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Took ownership of customer issues and followed problems through to resolution.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed multiple email marketing projects simultaneously, ensuring timely completion and adherence to budget constraints.
- Maintained payroll information by calculating, collecting, and entering data.
Skills
Decision-making
Customer service
Strategic planning
Goal setting
Customer service expert
Flexible and adaptable
Dependable and responsible
Multitasking
Computer skills
Organizational skills
Calm under pressure
Problem resolution
Languages
Spanish
Native or Bilingual
English
Full Professional
Education
High School Diploma -
Colegio Champagnat
Ibague, Colombia 01.2010 - 12.2014
No Degree - Marketing & Social Media
Meta
12.2023 - 01.2024
Timeline
No Degree - Marketing & Social Media
Meta
12.2023 - 01.2024
Manager of Operations
Bright N' Shine Pet Dental
10.2023 - Current
Customer Service Lead
Bright N' Shine Pet Dental
05.2021 - 08.2023
Receptionist Administrator
Automax of P.A
03.2020 - 05.2021
High School Diploma -
Colegio Champagnat
01.2010 - 12.2014
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