Sophia Theus
Houston,TX
Summary
Dedicated and focused individual with a strong background in clerical and customer service roles. Demonstrated ability to lead teams, deliver results, and exceed expectations. Exceptional at prioritizing tasks, managing multiple projects simultaneously, and following through to achieve project goals. Highly motivated, flexible, and hardworking with a strong drive to succeed. Possesses excellent typing skills with a speed of 55+ words per minute. Proficient in Microsoft software (Excel, PowerPoint, Grid), Kronos, payroll software, accounts payable, and QuickBooks. Brings over 10 years of experience in administrative, clerical, and customer service roles.
Overview
16
16
years of professional experience
Work History
Claims Representative/Technical Support/Supervisor
Asurion
12.2021 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Collaborated with internal departments and external vendors to resolve claims.
- Investigated accidents or incidents to determine cause and extent of damages.
- Developed in-depth understanding of insurance policies and procedures.
- Posted payments to accounts and maintained records.
- Collected premiums and issued accurate receipts.
- Checked documentation for accuracy and validity on updated systems.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Managed high levels of call flow and responded to technical support needs.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Solicited customer feedback to identify and improve on areas of weakness.
- Boosted team performance by developing customer service training materials and conducting service training.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Receptionist/ Manager/ HR Assistant
Super Weave Express
09.2014 - 04.2015
- Greet and assist guest upon arrival to salon, answer busy multi-line telephone lines and assist callers with questions related to products, services and pricing
- Responsible for opening and closing of the salon daily; tracked employee timecards including recording absences and late arrivals
- Provide one on one consultation to customers on hair packages and hair products; attend mandatory management meetings, cash handling, complete transactions reports, and complete cash balance at the end of each shift
- Keep track of salon inventory, order supplies and ensured salon clean and ready for the next business day
- Did payroll for my salon
- Assisted with interviewing new candidates and hiring process for new employees.
Sr. Customer Service Coordinator Entry Level Human Resources
Verizon Wireless
01.2009 - 01.2012
- Answer inbound calls from customers in a time efficient manner, provide exceptional customer service skills, effectively troubleshoot issues with customers cell phones and find best solution for customer satisfaction while abiding by company policy and procedures, explain billing charges and ways to prevent excessive bill charges, provide complete account analysis on each and every account to ensure customer is on best fit plan and features, assist customers with phone and accessory purchases and provide details on phones to help customers find the perfect phone for their use, used effective problem solving skills and handled irate customers in a calm professional manner, assist with plan, feature and device changes
- Provided floor support to new hires and provide back- up supervisor support for 10-12 representatives
- Assisted new hires in onboarding within our company
- Also did scheduling.
- Developed and coordinated employee training programs to improve productivity and performance.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Advocated for staff members, helping to identify and resolve conflicts.
Education
High school diploma -
Westfield High School
Houston, TXSkills
- 10 years experience in customer service
- Employee Orientation
- Upselling
- Interviewing
- Cash Handling
- Microsoft Exel
- Guest Services
- Retail Sales
- Technical Support
- Payroll
- Quality Assurance
- Front Desk
- Administrative Experience
- Management
- Leadership
- Settlement Negotiation
- Policy understanding
- Coverage Determination
- Database Management
- Flexible Schedule
- Time Management
- Conflict Resolution
- Claims Investigation
- Decision-Making
- File Management
- Insurance Claims Review
- Microsoft Office
- Staff Management
- Inventory Control
- Process Improvement
- Business Development
- Expectation setting
- Strategic Planning
- Goal-Oriented
- Data Entry
- Service Coordination
- Customer Relations
- Service planning
- Updating logs
Timeline
Claims Representative/Technical Support/Supervisor
Asurion
12.2021 - Current
Receptionist/ Manager/ HR Assistant
Super Weave Express
09.2014 - 04.2015
Sr. Customer Service Coordinator Entry Level Human Resources
Verizon Wireless
01.2009 - 01.2012
High school diploma -
Westfield High School
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