Summary
Overview
Work History
Education
Skills
Timeline
Generic

Justin Soffra

Theodore

Summary

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

24
24
years of professional experience

Work History

Product Trainer

Televox Software
01.2023 - Current
  • Collaborated with product development teams to ensure accurate representation of features during training sessions, leading to better understanding among users.
  • Established strong relationships with clients by providing ongoing support after initial trainings, resulting in high client retention rates.
  • Developed a library of engaging training materials, including videos, presentations, and user guides to support onboarding efforts.
  • Delivered tailored training sessions for various roles within an organization to maximize relevance and effectiveness.
  • Built training accounts to use for internal employee and client training.
  • 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.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
  • Enhanced client satisfaction by designing and delivering tailored training programs.
  • Developed comprehensive training materials, including manuals, job aids, and instructional videos for clients'' employees.
  • Reduced support tickets by creating user-friendly documentation that addressed common questions and issues related to software applications.
  • Served as subject matter expert on company products and services.


Client QA Specialist

TELEVOX SOFTWARE
12.2021 - 01.2023
  • Responsible for QA of account setup to ensure supportability and adherence to best practices to determine any gaps in setup.
  • Assists in research and resolution of any identified functionality errors.
  • Conducts end-to-end testing with appropriate client representatives.
  • Pulls tasks from the queue based on prioritization protocol and follows best practice guidelines to complete work.
  • Adheres to all departmental process workflow and best practice documentation for facilitating client requests.
  • Documents client’s needs as well as steps are taken to resolve in CRM.

Client Intake Specialist

TELEVOX SOFTWARE
09.2016 - 12.2021
  • The initial point of contact for all existing clients, responding to inbound calls, emails, and web portal requests.
  • Thoroughly documents client needs and expectations to facilitate customer satisfaction, as well as steps, are taken to resolve in CRM.
  • Research and communication of financial and contract inquiries.
  • Acts as liaison when transitioning client inquiries to other teams.
  • Adheres to all departmental process workflow and best practice documentation for facilitating client requests.
  • Escalate requests, not within the scope of responsibility to the appropriate resource and ensure each task is followed to resolution.
  • Completes ongoing training to stay abreast of products, services, and policy changes.
  • Answered calls in a timely manner to help clients with the investigation and make sure their reminders went out.
  • Maintained service level of 88% or higher.
  • Collaborated with other team members, in the department to ensure that the patient’s questions are answered.
  • Ensured customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. Met customer service targets for cases.
  • Helped manager and CRA with coaching and training new hires on technical skills.
  • Evaluation of employees on soft care skills and technical skills when helping clients.
  • Build new procedures to develop the department.
  • Train new hires on soft skills and department procedures.

Sales Supervisor, Warehouse Supervisor, Geeksquad Installer

Best Buy - Mobile, Alabama
09.2001 - 09.2016
  • Developed and coached new employees.
  • Helped to recruit and assist with the hiring of new associates.
  • Help create goals for sales and strategies.
  • Coached sales and warehouse employees on new sales strategies and warehouse procedures.
  • Did monthly one on ones and yearly reviews with employees.
  • Installed appliances, and home theater, and trained customers on new technology.
  • Helped to maintain the warehouse organization.
  • Helped in developing a strategy around shrink and loss prevention.
  • Scheduled employees and worked with admin to make sure we did not go over budget.
  • Helped with holiday strategies and holiday goals.
  • Lead store and company training.
  • Worked with warehouse machinery to keep the warehouse organized.
  • Used computer system to receive and ship products.
  • Maintained warehouse organization and cleanliness.
  • Checked off on safety checklist for machinery and employees.
  • Made sure delivery vehicle inspections were done weekly and monthly.
  • Maintained inventory records.

Education

HS Diploma - General course study

Baker High School
Mobile, Alabama
05.2001

Skills

  • Communication Skills: Can convey orders and information clearly, effectively, and persuasively
  • Leadership Skills: Ability to inspire, influence, motivate, assess situations, make quick decisions, take risks and determine goals; achieve results through resourcefulness, creativity, and teamwork
  • Analytical Skills: Can evaluate data effectively, research, compile, apply logic, and interpret information
  • Organization Skills: Ability to prioritize, disseminate and record data; generate accurate reports; manage resources; multi-task, administer, direct, and coordinate
  • Personal qualities: Integrity, loyalty, resilience, character, self-discipline, and control; punctual, reliable, responsible, structured, resourceful, mission-oriented, with a can-do attitude
  • Interpersonal Skills: Ability to listen, follow orders, cooperate, supervise, negotiate, and guide others

Timeline

Product Trainer

Televox Software
01.2023 - Current

Client QA Specialist

TELEVOX SOFTWARE
12.2021 - 01.2023

Client Intake Specialist

TELEVOX SOFTWARE
09.2016 - 12.2021

Sales Supervisor, Warehouse Supervisor, Geeksquad Installer

Best Buy - Mobile, Alabama
09.2001 - 09.2016

HS Diploma - General course study

Baker High School

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