Sofia E. Steele
Davidson
Summary
Bilingual Client Relationship Specialist with 15+ years of experience in administrative support, customer service, and account management. Skilled at building and maintaining strong client relationships, resolving issues with empathy, and delivering exceptional service in fast-paced environments. Adept at managing confidential information, educating clients, and anticipating needs to ensure satisfaction and retention. Proficient in MS Office, Google Suite, and CRM systems, with strong organizational and time management skills. Fluent in English and Spanish.
Overview
7
7
years of professional experience
Work History
Credit Support Manager
FaasTrak
07.2018 - 03.2022
- Served as primary client contact, performing financial analysis and managing the credit underwriting and approval process.
- Built and maintained professional relationships with clients and lenders to enhance customer satisfaction and retention.
- Created and managed FAQ resources to improve training and onboarding for new hires.
- Ensured accuracy and confidentiality of sensitive financial data, adhering to compliance requirements.
- Proactively researched and developed new client acquisition strategies.
Administrative Assistant
Cauley Forsythe Law Group
11.2016 - 04.2018
- Managed client inquiries, scheduling, and office communications to ensure smooth daily operations.
- Coordinated appointments and court schedules for attorneys and paralegals.
- Processed invoices, created payment plans, and managed recurring client billing.
- Maintained conference rooms and client-facing spaces to ensure professionalism.
- Handled sensitive and confidential legal information with discretion.
Bilingual Customer Service Representative (American Express Account)
Aon Hewitt
06.2015 - 07.2016
- Delivered client support via phone and written correspondence, meeting performance metrics for availability, call quality, and resolution time.
- Provided policy and coverage education to customers and initiated claims with follow-up updates.
- Ensured high-quality bilingual communication (English/Spanish) to support a diverse client base.
Administrative Assistant
EX-Factory
11.2014 - 06.2015
- Provided administrative and office support to multiple supervisors, managing travel, expense reports, and scheduling.
- Created and maintained organized files and reports for internal and external stakeholders.
- Processed client orders, invoices, and payments with attention to accuracy and timeliness.
- Delivered professional customer interactions both in person and over the phone.
Education
Associate of Arts - Business Major, Minor in Education
Broward College
Fort Lauderdale, FL05.2008
Skills
- Client Relationship Management & Retention
- Customer Service & Bilingual Communication (Spanish/English)
- Problem Resolution & Client Education
- Process Improvement & Documentation
- Confidential Data Handling (HIPAA Compliant Practices)
- Financial Analysis & Credit Support
- Multi-tasking & Prioritization in Fast-Paced Environments
- Technical Proficiency: MS Word, Excel, Outlook, PowerPoint, Google Suite, SharePoint, Service Insight
References
References available upon request.
Timeline
Credit Support Manager
FaasTrak
07.2018 - 03.2022
Administrative Assistant
Cauley Forsythe Law Group
11.2016 - 04.2018
Bilingual Customer Service Representative (American Express Account)
Aon Hewitt
06.2015 - 07.2016
Administrative Assistant
EX-Factory
11.2014 - 06.2015
Associate of Arts - Business Major, Minor in Education
Broward College
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