Summary
Overview
Work History
Education
Skills
Timeline
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Sofia Deluna

Olalla,WA

Summary

Service-oriented Customer Service Representative who delivers high quality customer service by accurately assessing client needs and recommending the most useful policies and products. Driven customer service professional seeks employment with a growing insurance agency. Detail oriented individual with a passion for helping customers solve problems, with a patient, timely, and empathetic approach.

Overview

16
16
years of professional experience

Work History

Owner/ Operator

Olympic Cleaning & Beyond LLC
11.2017 - Current
  • Calculated quotes, met potential clients for meetings and educated potential clients on what we do and have to offer.
  • Collected payments, managed quickbooks/ accounting.
  • Created policies and procedures.
  • Resolve customer concerns.
  • Ensured satisfactory running of a small business.
  • Answered phones, emails, as well as client questions or concerns.
  • Dealt with any and all customer issues in a professional and empathetic manner.
  • Interviewed and hired employees, as well as trained and oversaw them.
  • Ran website and was in charge of advertising, as well as any and all things related to running a small business.

Receptionist/Office Administrative Assistant

A River Project
02.2014 - 08.2018
  • Assisted customers with billing concerns and resolved issues 80% of the time.
  • Recommended products and services based on individual customer needs.
  • Processed payments and set up payment arrangements.
  • Average a total of seven sales a week.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.

Barn Manager

MMW Quarterhorses
09.2008 - 11.2014
  • Closed an average of seven new sales per week.
  • Calculated premiums and established payment methods for sales.
  • Met with clients, handled payments, phone calls, emails & inquiries.
  • Gave riding lessons to children and adults.
  • Oversaw employees to keep them on task and motivated.
  • Improved horse care quality by implementing a comprehensive health monitoring and maintenance program.
  • Oversaw training programs for both horses and riders, ensuring consistent progress towards goals.
  • Established long-lasting relationships with clients by consistently delivering exceptional care for their horses and maintaining open lines of communication.
  • Developed a strong team culture through regular communication, feedback, and staff development opportunities.

Education

Bachelor of Arts - Psychology

American Public University System
Charles Town, WV
12.2024

Skills

  • Customer service professional
  • Knowledge in customer service related settings
  • Award-winning sales professional
  • MS Office
  • Computer-savvy
  • Analytical
  • Driven
  • Results-oriented
  • Warm and cold leads development
  • Patient & calm demeanor when faced with stressful situations
  • Problem solver

Timeline

Owner/ Operator

Olympic Cleaning & Beyond LLC
11.2017 - Current

Receptionist/Office Administrative Assistant

A River Project
02.2014 - 08.2018

Barn Manager

MMW Quarterhorses
09.2008 - 11.2014

Bachelor of Arts - Psychology

American Public University System

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Sofia Deluna