Sofia Hughes
Warren,OH
Summary
A highly experienced Customer Service Representative with over 8 years in the field. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Quip
, Remote
11.2021 - 03.2024
- Provided technical support to customers and dentists via phone and email with the use of Intercom/email.
- Proficient use in Zendesk to create tickets that need escalated.
- Use Slack to stay updated with my team members.
- Provided timely responses to customers, ensuring a positive experience with the company's products or services.
- Performed troubleshooting tasks when needed, escalated technical issues as necessary.
- Maintained under a 1 minute response time and 100% customer satisfaction.
Seasonal Customer Service Representative
Victoria's Secret
, Remote
09.2021 - 12.2021
- Provided excellent customer service in a fast-paced call center environment, responding to inquiries and resolving customer issues quickly and efficiently.
- Assisted customers with product selection, order entry, and payment processing.
- Processed payments accurately according to company guidelines while maintaining high levels of security.
- Developed an extensive knowledge of company products, services, and policies to effectively answer customer questions.
- Recommend items for sale based on customers needs.
Seasonal Customer Service Representative
Amazon
, Remote
05.2020 - 11.2020
- Monitored incoming chats and calls promptly and responded within designated time frames to meet metrics and customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided excellent customer service in a fast-paced call center like environment.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Certified Nursing Assistant
Trumbull Memorial Hospital
07.2019 - 05.2020
- Assisted patients with personal hygiene tasks, such as bathing and dressing while maintaining respect for patient privacy and dignity.
- Completed daily documentations and charts regarding patient care and input reports into practice databases.
- Followed HIPAA regulations to maintain confidentiality of sensitive medical and personal information.
- Measured patient vital signs, recording body temperature, blood pressure, and heart rate.
- Answered call lights to provide emergency treatment and assistance to patients.
Lead Sales Associate and Designer
Ainsley Imprints
01.2016 - 01.2020
- Shipping and packing of orders through multiple carriers.
- Create eye-catching graphics and designs for apparel, business cards, banners, and more.
- Use of computer programs such as Microsoft Office (Word, Publisher, Excel, PowerPoint), and other design/photo editing software.
- Taking customer orders and communicating with customer to ensure accurate product completion.
- Making sales and upselling products.
Education
High School Diploma -
Champion High School
05.2018
Skills
- CRM programs
- Typing speed
- Issue and Complaint Resolution
- Customer Engagement
- Call Volume and Quality Metrics
- Order and Refund Processing
- Understanding Customer Needs
- Technical Troubleshooting
- Customer Service Excellence
References
Available upon request
Timeline
Customer Support Representative
Quip
11.2021 - 03.2024
Seasonal Customer Service Representative
Victoria's Secret
09.2021 - 12.2021
Seasonal Customer Service Representative
Amazon
05.2020 - 11.2020
Certified Nursing Assistant
Trumbull Memorial Hospital
07.2019 - 05.2020
Lead Sales Associate and Designer
Ainsley Imprints
01.2016 - 01.2020
High School Diploma -
Champion High School
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