Summary
Overview
Work History
Skills
References
Timeline
Generic

Sophia Ferrara

Orlando,FL

Summary

I am a highly motivated and results-driven Customer Success Specialist with over 20 years of experience resolving complex customer inquiries, as well as delivering the best customer experience available. With a proven track record of driving brand loyalty and first call resolution, I am committed to building strong relationships and exceeding customer expectations.

Overview

5
5
years of professional experience

Work History

Call Center Representative

Del Air Heating & Air Conditioning FL
Orlando
10.2023 - Current
  • Utilized active listening skills to empathize with members, identify their needs, and offer appropriate solutions, resulting in improved member retention rates
  • Demonstrated strong product knowledge and understanding of membership benefits to effectively address member queries
  • Generating repeat business through exceptional customer service, attention to detail and consistently exceeding expectations.

Call Center Representative

ICF International, Inc. - Orlando, FL
Orlando
03.2021 - 02.2023
  • Ensure each client has a positive experience and is given without bias or discrimination, equal opportunities and access to available resources provided by the state of Maryland
  • Take the initiative to exceed understanding of all government policies and procedures within the Department of Human Services, ensuring every client is treated with respect and compassion
  • Quickly and effectively identified and resolved client concerns without escalation.

Appointment Setter

GoRealty - Orlando, FL
Orlando
01.2019 - 05.2021
  • Scheduled appointments for customers based on their availability.
  • Developed and maintained a database of prospective clients, keeping accurate records of their preferences, contact information, and appointment details
  • Followed up with customers after scheduled appointments were completed.
  • Responded to emails, telephone calls, and face-to-face inquiries from customers regarding appointment settings.

Skills

  • WFM
  • Salesforce
  • Service Titan
  • Medical terminology (3 years)
  • FSA
  • Microsoft Excel
  • Zendesk
  • IVR Response Systems
  • Genesys
  • NICE/ Calabrio
  • CRM software

References

References available upon request.

Timeline

Call Center Representative

Del Air Heating & Air Conditioning FL
10.2023 - Current

Call Center Representative

ICF International, Inc. - Orlando, FL
03.2021 - 02.2023

Appointment Setter

GoRealty - Orlando, FL
01.2019 - 05.2021

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Sophia Ferrara