Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sophia Merjil

El Paso

Summary

Client-focused consultant with comprehensive experience in client relationship management, problem-solving, and strategic advisory. Skilled in identifying client needs, delivering tailored solutions, and fostering team collaboration to drive results. Highly adaptable, dependable, and effective in dynamic environments. Strong communicator with expertise in project management, negotiation, and client satisfaction.

Overview

9
9
years of professional experience

Work History

CLIENT CONSULTANT

ADP
07.2022 - Current
  • Proficiency in RUN, TOPS, SAP and ISI for researching matters.
  • Maintained proper case management
  • Assisted firms in managing their client's payroll effectively through assisting, troubleshooting, and resolving payroll issues.
  • De-escalated situations ensuring smooth resolutions and client satisfaction.
  • Offered resolutions and alternative solutions to meet client needs, resulting in positive feedback and high satisfaction ratings
  • Provided excellent customer service and support to firms and CPAs, while addressing their needs related to payroll, taxes, banking, and troubleshooting.
  • Managed multiple projects simultaneously, ensuring timely completion and meeting all client expectations.
  • Responded to customer requests for products, services, and company information.
  • Worked closely with several sales representatives to address any issues, assist with the completion or update on tasks based on the firm's needs.
  • Worked closely with other ADP departments to ensure resolutions to client's needs.
  • Assisted team members in fulfilling job duties, guided and educated in areas they needed assistance with.
  • Assisted manager and supervisor with escalated issues.

Customer Service Representative

Alorica
12.2015 - 07.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
  • Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
  • Managed high volume of inbound calls, ensuring prompt and professional customer service.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Diploma - EMT

ProAction Emergency Medical Services Institute
El Paso, TX
11-2019

High school diploma or GED -

Thomas Jefferson High School

Skills

  • Customer support
  • Call center experience
  • Outbound calling
  • Client relations
  • Complaint handling
  • Customer education
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking
  • Relationship building
  • Adaptability
  • Critical thinking
  • Problem resolution

Timeline

CLIENT CONSULTANT

ADP
07.2022 - Current

Customer Service Representative

Alorica
12.2015 - 07.2022

Diploma - EMT

ProAction Emergency Medical Services Institute

High school diploma or GED -

Thomas Jefferson High School

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