Sophia Sarrazin
Kissimmee,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Collection Specialist
JNR Adjustment Company
07.2023 - Current
- Responsible for outbound/inbound fielding and resolving calls from customers and commercial accounts.
- Processing payments and resolving consumers balances by offering and accepting all appropriate payment arrangements, understanding the charges and providing accurate information.
- Facilitate resolution for customer inquiries while remaining in a professional and positive man
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
Recovery Specialist/Customer Service Representative
The Zellman Group LLC
06.2011 - 12.2022
- Worked remotely for over 10 years. Provide professional and exceptional service on calls, even when interacting with difficult individuals.
- Collected payments over telephone, established repayment plans.
- Coordinated and cooperated with local agencies and organizations such as retail stores to establish restitution or civil penalty against shoplifters.
- Managed approximately 100 inbound and outbound calls per shift focused on obtaining required funds.
- Completed skip tracing to locate individuals responsible for past due balances.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Airline Reservation Agent Supervisor (Maxjet)
Mindpearl
02.2008 - 01.2011
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Provided customers with information about availability and pricing.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Enhanced customer satisfaction by efficiently processing airline reservations and ticket purchases.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Monitored employee productivity to provide constructive feedback and coaching.
- Played a key role in maintaining high levels of customer satisfaction, receiving consistently positive feedback from clients on performance evaluations.
Technical Support Representative
Cablevision
02.2006 - 03.2008
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supported customers with online billing, access and account issues.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Served as first point of contact for incoming technical service calls and emails.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Applied Science - Early Childhood Education
Suffolk County Community College
Selden, NY05.2011
Skills
- Organizational Skills
- Customer Service over 10 years
- Computer Skills software collex, Microsoft Office
- Supervision & Leadership
- Creole Fluency
- Strong negotiation skills
- Translation and Interpretation Services
- Time Management
- Multitasking
- Data entry proficiency
- Call center experience
- Training and Teaching
Languages
Haitian Creole
Native or Bilingual
Timeline
Collection Specialist
JNR Adjustment Company
07.2023 - Current
Recovery Specialist/Customer Service Representative
The Zellman Group LLC
06.2011 - 12.2022
Airline Reservation Agent Supervisor (Maxjet)
Mindpearl
02.2008 - 01.2011
Technical Support Representative
Cablevision
02.2006 - 03.2008
Associate of Applied Science - Early Childhood Education
Suffolk County Community College
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