Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sophia Sund

Sophia Sund

Plano

Summary

Dedicated and detail-oriented Remote Billing Support Representative with experience handling customer inquiries, processing payments, and resolving billing discrepancies with accuracy and efficiency. Skilled in providing clear, empathetic communication to ensure client satisfaction. Proficient in maintaining detailed records and utilizing customer service platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, and Intercom. Committed to a client-first approach by minimizing transfers and delivering seamless support.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Visionary Marketing Group
Plano
04.2020 - Current
  • Respond to customer billing inquiries via phone, email, or chat.
  • Assist with questions, account updates, and general concerns.
  • Provide empathetic and clear communication to resolve issues.
  • Maintain detailed records of customer interactions.
  • Process payments, issue refunds, and update account information as needed.
  • Resolve billing discrepancies with accuracy and efficiency.
  • Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver.
  • Proficient in customer support platforms, including Zendesk, Salesforce Service Cloud, Freshdesk, and Intercom.

Digital Advisor

DealerTrack Technology Inc.
Dallas
04.2015 - 03.2020
  • Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
  • Provide support, technical solutions, and basic how-to guidance to clients.
  • Leverage critical thinking skills to aid with prioritization, independent decision-making, and problem deconstruction abilities.
  • Expedite problem-solving by leveraging all tools, documentation, screen sharing, and test systems.
  • Working with clients, my responsibility is to help build relationships with the Dealer Principal and/or General Manager of each account.
  • Digital Advisors advise clients on their digital marketing strategy by leveraging their product expertise, with the goal of increasing product utilization and the total adoption level of products.
  • Configure and troubleshoot websites, and supply first-tier technical support in a call center environment. Digital Advisors are also responsible for retention and product growth within their portfolio of clients.
  • Utilize a strong understanding of Dealer.com’s suite of products and automotive industry knowledge to ensure maximum customer value and satisfaction. The ideal candidate will have experience in the following core areas: Search Engine Marketing.
  • Dynamic Website Solutions, Advertising, Customer Service, Technical Support, and Training.
  • Ensure compliance with company policies, maintaining data security, and confidentiality.
  • Committed to a client-first approach by resolving inquiries without unnecessary transfers.

Education

High School Diploma -

Mount Desert Island High School
Bar Harbor, ME

Associate of Science - Business Administration

Andover College
Portland, ME

Bachelor of Science - Business Administration

Husson University
South Portland

Skills

  • Customer Service
  • Billing Management
  • Technical Support
  • Problem Resolution
  • Data Entry
  • Customer Relationship Management
  • Salesforce Service Cloud
  • Zendesk Utilization
  • Communication Skills
  • Conflict Resolution
  • Time Management
  • Microsoft Office Suite
  • Call Center Operations
  • Payment processing
  • Live Chat Support
  • Call Escalation
  • Appointment scheduling
  • Call Center Procedures
  • Data Collection
  • Problem-Solving
  • Computer Proficiency
  • Task prioritization
  • Information security
  • CRM software proficiency

Timeline

Customer Service Representative

Visionary Marketing Group
04.2020 - Current

Digital Advisor

DealerTrack Technology Inc.
04.2015 - 03.2020

High School Diploma -

Mount Desert Island High School

Associate of Science - Business Administration

Andover College

Bachelor of Science - Business Administration

Husson University

Similar Profiles

CREATE PROFILE
Sophia Sund