Summary
Overview
Work History
Education
Skills
Timeline
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SONIA HOSSAIN

Saint Petersburg

Summary

Experienced in client support, excels in resolving complex issues and ensuring customer satisfaction. Expertise lies in effective communication, conflict resolution, and providing top-notch assistance. Collaborative team player, always focused on achieving results and adapting to evolving needs. Strong organizational abilities, empathy, and problem-solving skills make well-equipped to handle any challenge that comes the way.

Overview

9
9
years of professional experience

Work History

Client Onboarding Specialist

Rent.com
10.2022 - 02.2025
  • Assist clients with onboarding and product setup to foster successful adoption and to support understanding of product features.
  • Host daily training sessions via Zoom to answer questions and create strategies that focus on individual client goals using a white glove service approach.
  • Provide training and mentorship to sales and product teams to promote productivity and commitment to deliver a seamless client experience.
  • Serve as the main point of contact for clients during the fulfillment process to gather requirements needed to build and launch products while adhering to SLA.

Customer Support Supervisor

Venmo
11.2018 - 10.2022
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Empowered and motivated employees via regular feedback to team members.
  • Assisted team members in resolving customer satisfaction issues.

Customer Support Specialist

Venmo
05.2018 - 11.2018
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided primary customer support to internal and external customers through email, text and calls
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Used company troubleshooting resolution wiki to evaluate technical problems and find appropriate solutions.

Sales Account Executive

Yelp
04.2017 - 04.2018
  • Identified sales growth opportunities by networking and building relationships with potential advertisers.
  • Engaged in daily cold calls via telephone and followed up with small business prospects monthly to verify pipeline sufficiency.
  • Attained deep and thorough knowledge of company's products and solutions to help accomplish mutual success and partnership between buyer and seller.
  • Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.

Customer Success Specialist

Snapsheet
02.2016 - 04.2017
  • Recommended products to customers, thoroughly explaining details.
  • Provided primary customer support to internal and external customers, paying attention to special needs or wants.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Education

Bachelor of Arts - Media Studies

University of Illinois - Urbana, Champaign

Skills

  • Product Training and Onboarding
  • Remote Employee Management
  • Building Customer Trust and Loyalty
  • Employee Coaching and Mentoring
  • Escalation Management
  • Performance Tracking and Evaluations
  • SLA Management
  • New Client Management

Timeline

Client Onboarding Specialist

Rent.com
10.2022 - 02.2025

Customer Support Supervisor

Venmo
11.2018 - 10.2022

Customer Support Specialist

Venmo
05.2018 - 11.2018

Sales Account Executive

Yelp
04.2017 - 04.2018

Customer Success Specialist

Snapsheet
02.2016 - 04.2017

Bachelor of Arts - Media Studies

University of Illinois - Urbana, Champaign

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SONIA HOSSAIN