Sofea Aleman
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Specialist
ArcBest
03.2022 - Current
- Implemented new training programs to boost team performance and improve service quality.
- Monitored individual performance metrics, identifying areas for improvement and providing constructive feedback.
- Managed escalated customer complaints, ensuring timely resolutions while maintaining professional rapport.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Customer Service Specialist
ArcBest
06.2020 - 03.2022
- Provide accurate information on the entire suite of logistics solutions offered by ArcBest.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
Daycare Teacher
Princeton Pre-Academy
10.2019 - 06.2022
- Provided both a safe living environment as well as assisted with educational needs (helping with homework, teaching skills (ex
- ABC's multiplication, etc.))
- Took care of 1-3 children at a time
- Improved classroom management by implementing clear expectations, consistent routines, and age-appropriate rewards systems.
- Collaborated with fellow daycare teachers to create a cohesive educational experience across all classrooms within the center.
Waitress
Old South Restaurant
10.2016 - 10.2019
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Collaborated with team members to ensure seamless guest experiences and resolve any issues promptly.
- Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
Hostess
Umami's
06.2016 - 10.2016
- Hostess
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Streamlined communication between kitchen staff and servers to ensure accurate order fulfillment and timely delivery.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
Kitchen Staff Member
Mitchell's Nursing Home
05.2015 - 06.2016
- Maintained a clean and organized workspace, adhering to strict hygiene standards for optimal food safety.
- Assisted in menu planning, incorporating seasonal ingredients for fresh and innovative dishes.
Education
Organizational Leadership
University of Arkansas-Fort Smith
Fort Smith, ARAssociate of Arts - General Education
Arkansas Tech University
Russellville, AR05.2019
Western Yell County High School
Havana, AR05.2016
Skills
- Proficient in Microsoft Office
- Experience handling in-person and phone transactions
- Excellent communication and interpersonal skills, acquired both on the job and through educational experience/background
- Effective Communication
- Problem Solving
- Training and Development
References
- Angie Massey, 479-886-0197, Family Friend
- Kenneth Massey, 479-849-6073, Former Science Teacher at Western Yell County High School
- Tina Wiggins, 479-355-1565, 479-495-2914, Supervisor at Mitchell's Nursing Home
Timeline
Lead Customer Service Specialist
ArcBest
03.2022 - Current
Customer Service Specialist
ArcBest
06.2020 - 03.2022
Daycare Teacher
Princeton Pre-Academy
10.2019 - 06.2022
Waitress
Old South Restaurant
10.2016 - 10.2019
Hostess
Umami's
06.2016 - 10.2016
Kitchen Staff Member
Mitchell's Nursing Home
05.2015 - 06.2016
Organizational Leadership
University of Arkansas-Fort Smith
Associate of Arts - General Education
Arkansas Tech University
Western Yell County High School
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