Sophie Dokossi
Houston,Texas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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
7
7
years of professional experience
Work History
Customer Service Representative
Rumors Lounge
03.2022 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Call Center Representative
Aramark
04.2019 - 02.2022
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Approved and terminated customer contracts upon request.
Customer Service Representative
Humana
01.2017 - 04.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded proactively and positively to rapid change.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Business Administration And Management
Bluegrass Community And Technical College
Lexington, KY06.2014
High School Diploma -
Henry Clay High School
Lexington, KY05.2012
Skills
- Office Equipment Proficient
- Active Listening
- Multi-Line Phone Talent
- Minute Taking
- Data Evaluation
- Records Preparation
- Microsoft PowerPoint
- Managing Multiple Tasks
- Microsoft Excel
- Microsoft Word
- 10-Key
- Calendaring
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Rumors Lounge
03.2022 - Current
Call Center Representative
Aramark
04.2019 - 02.2022
Customer Service Representative
Humana
01.2017 - 04.2019
Associate of Arts - Business Administration And Management
Bluegrass Community And Technical College
High School Diploma -
Henry Clay High School
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