Sophia Macias
Pompano Beach,FL
Summary
Highly motivated customer service and operations support professional with experience in healthcare and software-based environments. Known for strong work ethic, adaptability, and the ability to troubleshoot issues independently. Proven ability to work effectively with minimal supervision, quickly learn new systems, and collaborate in fast-paced, remote or hybrid teams.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Virtuox, Inc. – Sleepifi
Coral Springs, Florida
05.2024 - Current
- Provided customer and patient support for medical sleep devices in both on-site and remote environments, ensuring efficient resolution of service, device, and account-related issues.
- Supported operational workflows by tracking device logistics, returns, and defective equipment using Excel and internal systems.
- Identified overdue medical device returns and coordinated escalation to collections while maintaining accurate internal records.
- Collaborated with warehouse teams to ensure timely and accurate shipment of patient and customer orders.
- Generated return shipping labels and documented return activity within patient records to ensure compliance and traceability.
- Communicated with physician offices regarding platform navigation, inventory requests, and patient data concerns.
Customer Service Specialist
Enhance Health
Coral Springs, Florida
02.2022 - 05.2023
- Engaged customers and provided high level of service by carefully explaining details about their medical insurance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Managed numerous patient accounts to track and collect money owed.
- Requested needed documentation to prevent clients from losing their medical insurance.
Team Leader
BeeperMD
Deerfield Beach, Florida
06.2021 - 04.2022
- Planned workflow, coordinated employee scheduling and assigned duties to maintain performance and accommodate fluctuating schedules.
- Worked with diverse group of coworkers to accomplish goals and address issues related to products and services.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Worked in office and remotely in times of urgent assistance.
Manager
Natural Blends
Pompano Beach, Florida
11.2020 - 05.2021
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Created and distributed weekly, monthly, and quarterly reports to owner regarding performance.
- Maintained inventory and supply levels to manage production workflows.
Education
High School Diploma -
J.P Taravella High School
Coral Springs, FL06-2021
Skills
- Software Support
- Patient Support
- Technical Troubleshooting
- Remote & Hybrid Work Experience
- CRM Systems
- Ticketing Systems (Internal & External)
- Microsoft Excel (Tracking & Reporting)
- Microsoft Outlook & Word
- Process Documentation
- Fast-Paced Team Environments
- Self-Directed & Detail-Oriented
- Bilingual English & Spanish
Timeline
Customer Service Representative
Virtuox, Inc. – Sleepifi
05.2024 - Current
Customer Service Specialist
Enhance Health
02.2022 - 05.2023
Team Leader
BeeperMD
06.2021 - 04.2022
Manager
Natural Blends
11.2020 - 05.2021
High School Diploma -
J.P Taravella High School