Sofia Miller
Columbus,OH
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Retention/Sales Customer Service Representative
BrandStar
Pompano Beach, FL
05.2022 - 07.2022
- Sold hair Products for Ultimate hair growth program called Xcellerate 35.
- Carried out day-day-day duties accurately and efficiently.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Zulily
Gahanna, OH
09.2020 - 05.2022
- Answered over 100-150 calls per shift to meet fast-paced call center demands.
- Assisted with placing and tracking orders for customers
- Create In depth Emails using templates to contact with customers regarding their orders via Phone or email
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Assisted with Detailed payment options.
- Described product highlights and benefits to help guide purchasing decisions.
- Initiated termination of customer accounts upon request.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Issued receipts and processed refunds, credits or exchanges.
- Worked effectively with shippers to resolve shipment issues.
- Worked independently with minimal supervision.
Direct Care Worker
Visiting Angels
Reynoldsburg, OH
12.2019 - 10.2020
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Documented vitals, behaviors and medications in client medical records.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Remained alert to problems or health issues of clients and competently responded.
- Kept clients engaged in social networks and communities for personal health and growth.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing.
- Scheduled and accompanied clients to medical appointments.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Ran errands for patients, did shopping, and picked up other necessities.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Assisted patients with self-administered medications.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
Assistant
Horizon Above Concrete
Columbus , OH
05.2015 - 12.2019
- Greeted guests in with friendliness and professionalism.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled and confirmed appointments and meetings for senior management team.
- Addressed client inquiries and updated database information.
- Managed 20-40 Calls per day.
- Assisted manager in all aspects of business operations.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Prearranged equipment for production to keep tasks and workers on schedule.
- Adhered to safety and reporting procedures.
- Engaged with customers and subcontractors and provided timelines for project completion.
- Reviewed all project documentation and blueprints to prioritize and schedule job tasks.
- Keep track of all calls and information in organized manner.
Caregiver
Wesley Ridge Retirement Community
Reynoldsburg, OH
06.2019 - 12.2019
- Providing general supervision to the elderly with dementia or Alzheimer disease
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Working with elderly who have behavioral issues
- Assisted 20-35 residents with daily living needs to maintain self-esteem and general wellness.
- Engaged residents in meaningful conversation, socialization and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Recognized and reported abnormalities or changes in patients' health status to the nurse on shift.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Transported residents via wheelchair to and from rehabilitation and daily activities.
- Maintained frequent supervision of residents unable to call for assistance.
Assistant Manager
United Dairy Farmers
Reynoldsburg, OH
07.2018 - 04.2019
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security and handled incidents calmly.
- Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained effective team member communication.
- Facilitated sales of services and goods.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Cleaned up gas and other spills in accordance with spill procedures.
- Used POS system to enter orders, process payments and issue receipts.
File Clerk (Temporary Assignment)
Huntington National Bank- Aerotek
Dublin, OH
03.2018 - 07.2018
- Examined, categorized and sorted incoming documents.
- Maintained physical and computer-based filing systems.
- Upheld confidentiality of information to avoid potential data breaches and client lawsuits.
- Cleaned up files regularly by removing outdated information for archival or disposal.
- Inputted data such as file numbers, new or updated information or document information codes into computer systems to support document and information retrieval.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Improved physical and digital filing systems with enhancements to organizational strategies.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Sorted documents and maintained organized filing process.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Added documents to file records and created new records to support filing needs.
- Compiled information and input into database.
- Identified data entry errors and reported to necessary departments.
- Tracked and maintained records for different departments.
- Gathered data from multiple sources and programs.
Customer Service Agent ( Temporary Assignment)
Discover Financial Services- Aerotek
New Albany, OH
10.2017 - 03.2018
- Responsible for contacting customers who have fallen behind on making payments on accounts, 80-150 Customer per day.
- Initiate outbound calls to customers to gain cell consent.
- Successfully transfer customer to collection specialist for further assistance on their account after receiving cell consent.
- Leaving effective and scripted voicemails if i couldn't not get in touch with the customer regarding their accounts.
- Reach out to Collect on delinquent account when instructed from team supervisor.
- Maintain knowledge of fair debt collection and practice law and company policy on collection practices.
- Resolved issues quickly to maintain productivity goals.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Established clear priorities and production quality standards.
Retail Manager
Underground by Journey
Columbus, OH
09.2016 - 10.2017
- Assisted a great flow of customers everyday. (70-100 people on average everyday.
- Exhibited excellent people skills during interaction with employees and customers.
- Provided positive first impressions to welcome existing, new and potential customers.
- Prepared merchandise for sales floor by pricing or tagging.
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved perfect attendance and on-time record.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Controlled store inventory and reviewed cash handling and operations reports.
- Trained and developed new employees for ease of transition into team.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Serviced multiple customers at once, multi-tasked and enthusiastically handled special projects.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Education
High School Diploma -
Pickerington Highschool North
Pickerington, OH05.2016
Skills
- Customer Information Databases
- Solving Customer Concerns
- Policy and Procedure Adherence
- Inbound and Outbound Calling
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Customer Service and Assistance
- Active Listening
- Decision making
- Data Entry
- Organization and Time Management
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
First Aid Certification
CPR Certification
Timeline
Retention/Sales Customer Service Representative
BrandStar
05.2022 - 07.2022
Customer Service Representative
Zulily
09.2020 - 05.2022
Direct Care Worker
Visiting Angels
12.2019 - 10.2020
Caregiver
Wesley Ridge Retirement Community
06.2019 - 12.2019
Assistant Manager
United Dairy Farmers
07.2018 - 04.2019
File Clerk (Temporary Assignment)
Huntington National Bank- Aerotek
03.2018 - 07.2018
Customer Service Agent ( Temporary Assignment)
Discover Financial Services- Aerotek
10.2017 - 03.2018
Retail Manager
Underground by Journey
09.2016 - 10.2017
Assistant
Horizon Above Concrete
05.2015 - 12.2019
High School Diploma -
Pickerington Highschool North
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