Sophia Destin
New York City,United States
Summary
Customer service professional with a strong background in relationship management and operational efficiency. Proven track record in addressing customer needs and delivering solutions that enhance satisfaction. Bilingual communicator skilled in time management and adept at streamlining processes for improved service delivery.
Overview
21
21
years of professional experience
Work History
Associate outreach specialist
DHS
BRONX , NY
04.2022 - Current
- Prepared and distributed schedules for community service activities, ensuring efficient completion of unit work and adequate coverage during operational hours.
- Compiled reports using personal observations and supporting documentation, ensuring accurate records for community service activities.
- Developed outreach strategies to connect with community organizations.
- Coordinated events promoting public services and resources.
- Engaged stakeholders through regular communication and collaboration.
Phlebotomist/Covid collector
Sunrise Clinic
Long Island City
01.2021 - 03.2023
- Collects blood and other pathology specimens for laboratory analysis, highly accurate and organized in collecting, preparing, and storing blood, urine and mucus samples.
- Responsible for a variety of venipuncture techniques involving the collection of blood specimens from patients for lab procedures and used in diagnosis.
- Collected blood samples from patients using proper techniques and equipment.
- Maintained sterile environment and adhered to safety protocols during procedures.
- Assisted patients in understanding the blood draw process to reduce anxiety.
Senior Administrative Analyst
DHS
Manhattan, NY
02.2021 - 04.2022
- Oversees and ensures that the administrative functions of the Department or program assigned are effectively carried out; this may include reasonable accommodations for disabled clients.
- Identify possible accommodations needed to overcome any limitations, determine the effectiveness and feasibility of the proposed accommodation and select the appropriate accommodation that satisfies the client's preference.
- Analyzed data to support decision-making and improve operational efficiency.
- Coordinated cross-departmental projects to streamline administrative processes.
- Managed scheduling and logistics for departmental meetings and events.
Customer Service Delivery Tech Expert
Asurion
Long Island City
08.2019 - 01.2021
- Keep all customers connected by bringing replacement devices and in-person Tech support directly to them wherever they are home, office, or even a local coffee shop.
- Resolved operational issues on customers' devices, other equipment, and connectivity while offering education and device optimization suggestions.
- Learn details of Smart Home Support and gain an understanding of each customer's technology in order to suggest protection/Tech support solutions based on their needs.
- Meet or exceed key performance indicator metrics for performance measurements and sales goals.
Office Manager
Garden State Transportation
Union
09.2018 - 08.2019
- Optimized organizational systems for payment collections, accounts payable/receivable, deposits and record-keeping.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of office personnel and activities.
- Managed incoming business and client requests for information to enhance communication.
- Streamlined computer and physical filing systems for improved accessibility.
- Resolved issues promptly to maintain high levels of customer satisfaction.
Customer Service Manager
Home Depot
wekarK
04.2005 - 09.2018
- Trained, coached, and developed associates across departments to enhance customer service quality.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Met all customer call guidelines including service levels, handle time and productivity.
- Updated customer orders accurately and promptly, ensuring seamless processing from start to finish.
- Completed documentation and logs each day and generated weekly reports detailing activities.
- Completed special projects utilizing decision-making, critical thinking, and time management skills to achieve project goals.
Education
High School Diploma - Health Careers and Science
George Washington Height
Manhattan02-2004
Some College (No Degree) - Social Services for kids and Family
Kaplan University
Davenport, IA03-2026
Skills
- Customer Service
- Customer management
- DHS CARES
- RAMS
- Microsoft Office
- Microsoft Excel
- Microsoft Office Word
- Computer literacy
- Multitasking
- Time management
- Team collaboration
- Team leadership
- Leadership
- Critical thinking
- Communication
- Fast Learner
Timeline
Associate outreach specialist
DHS
04.2022 - Current
Senior Administrative Analyst
DHS
02.2021 - 04.2022
Phlebotomist/Covid collector
Sunrise Clinic
01.2021 - 03.2023
Customer Service Delivery Tech Expert
Asurion
08.2019 - 01.2021
Office Manager
Garden State Transportation
09.2018 - 08.2019
Customer Service Manager
Home Depot
04.2005 - 09.2018
High School Diploma - Health Careers and Science
George Washington Height
Some College (No Degree) - Social Services for kids and Family
Kaplan University