Sophia Deas
Henderson
Summary
Dynamic customer service professional with a proven track record in problem-solving and effective communication, dedicated to understanding and addressing customer needs to achieve positive outcomes. Recognized for a methodical approach and strong work ethic, consistently delivering high-quality results with efficiency and accuracy. Expertise in managing customer inquiries, resolving issues promptly, and maintaining meticulous records ensures a seamless customer experience. Eager to contribute as a Customer Service Representative, leveraging relevant skills to enhance customer satisfaction and drive organizational success.
Experienced with managing customer relations and delivering exceptional service. Utilizes effective communication and empathy to address and resolve issues promptly. Knowledge of best practices in customer service ensures consistent, positive interactions.
Overview
10
10
years of professional experience
Work History
Customer Experience Representative
Molina HealthCare
Long Beach, CA
10.2023 - 02.2026
- Executed daily management of over 50 customer calls to ensure high levels of service and satisfaction.
- Facilitated effective resolution of customer inquiries and complaints, contributing to improved customer satisfaction outcomes.
- Coordinated efforts with cross-functional teams to streamline processes, achieving prompt resolution of customer inquiries and requests.
- Managed customer inquiries and complaints, ensuring swift resolutions to uphold satisfaction standards.
- Analyzed customer feedback to tailor support services, fostering loyalty and satisfaction.
- Increased community involvement in Long Beach, CA by executing successful program management. Strengthened local partnerships to improve access to resources. Enhanced community vibrancy through impactful outreach efforts.
Trainer Assistant
OneSupport
San Marco, TX
12.2020 - 10.2023
- Oversaw training programs, managing groups of 40+ agents to ensure comprehensive skill development.
- Analyzed instructor performance and provided customized guidance for skill advancement opportunities.
- Conducted comprehensive evaluations of training initiatives to ensure alignment with organizational goals.
- Designed and implemented engaging orientation and onboarding sessions to ensure a smooth transition for new hires.
- Engaged in meetings and seminars to collect data for training program creation and report on program status to management.
- Analyzed feedback from internal surveys and employee interviews to optimize training program effectiveness.
- Achieved project milestones through proactive management of team dynamics. Delivered high-quality outcomes by optimizing processes and resources. Cultivated strong relationships with stakeholders to facilitate project advancement.
Quality Assurance
OneSupport
San Marco, TX
07.2016 - 12.2020
- Assessed over 40 calls per month to ensure adherence to quality standards and improve customer satisfaction.
- Analyzed both live and recorded calls, delivering constructive feedback to improve performance outcomes.
- Facilitated performance enhancement by offering constructive feedback to agents, promoting a culture of continuous improvement.
- Conducted thorough assessments of calls to detect non-compliance with standards and determine root causes of failures.
- Conducted thorough evaluations of call behaviors to uphold regulatory standards and ensure adherence to organizational policies.
Skills
- Analytical problem-solving
- Effective communication
- Driving positive results
- Strong work ethic
- Conflict resolution skills
- Detailed record keeping
- Complaint resolution
Timeline
Customer Experience Representative
Molina HealthCare
10.2023 - 02.2026
Trainer Assistant
OneSupport
12.2020 - 10.2023
Quality Assurance
OneSupport
07.2016 - 12.2020