Sophronia Soolefai
Orem,UT
Summary
Self-motivated Customer Service Representative with over 20 years of experience in telephone customer service, including tech support and customer care. Familiar with major customer service software, and conflict resolution, and possess a positive attitude with excellent problem-solving and good judgment. Received a 5-star rating on over 50 survey feedbacks written by customers, as well as received “customer service representative of the month” awards multiple times out of 30 representatives in the department. Aiming to use my proven skills to effectively fill the customer role position in your company
Overview
18
18
years of professional experience
1
1
Certification
Work History
Merchant Support Representative
CyberSource
12.2019 - 07.2023
- Respond to incoming merchant requests quickly, proficiently, and professionally while meeting specific key performance indicators
- Managed over 40-50 calls per day
- Excellent verbal and written communications interpersonal skills, strong team engagement problem solving and multi-tasking skills to resolve problems related to billing, account management, website integration, connectivity methods, and other technical issues
- Thoroughly and efficiently document cases in the customer relationship manager system (Salesforce)
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Call Center/ Senior Customer Care
United Health Group/Optum Bank
10.2014 - 11.2019
- Assisting Account Holders and potential customers with questions regarding a Health Savings Accounts, Flexible Spending Accounts, Health Reimbursement Accounts, Transportation Accounts & Dependent Care Accounts
- Managed 60-80 incoming phone calls from customers identifying the type of assistance the customer needs
- Health Insurance Portability and Accountability Act (HIPAA) workflow to ensure proper procedures
- Review and research incoming healthcare claims payments from members or provider's offices
- Submit appeals and grievances when medical billing would need to be modified or are being unpaid
- Communicate with members and providers to resolve issues by ensuring proper benefits are being applied to each claim
- Good team collaboration across all customer service functions to ensure order timeliness, quality, and service are routinely achieved
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Senior Customer Care Professional
WorkWay/Mitsubishi Motors
10.2011 - 09.2014
- Support and provided superior service via phones, emails, and faxes as a receiver and caller
- Managed over 50 customer calls per day using questioning and listening skills that support effective telephone communication
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects
- Apply the elements of building positive rapport with different types of customers over the phone.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
Tier 2 Customer Service Representative
Aerotek Automotive/Toyota Motor Sales USA
06.2010 - 07.2011
- Managed over 70-80 calls per day from customers & dealerships regarding vehicle questions and concerns
- Documented, resolved product or service related issues for vehicle owners
- Researched technical issues with tech team and use of Knowledge Management system
- Input/verified/updated client information in Customer Connection
- Offered clients goodwill assistance
- Assigned cases to other departments for resolution when needed
- Created/sent out recall clearance letters and other documents.
Tier 3 Associate Technical Support Representative
Sony Computer Entertainment America
04.2005 - 04.2010
- Applied technical and soft skills to quickly resolve escalated consumer issues transferred from Tier 1 and Tier 2 call centers
- Provided support and guidance via internal helpline to tier 1 and tier 2 agents about issues pertaining to company guidelines, policies, and procedures, to better handle consumer issues
- Investigated and provided resolution to an assortment of situations involving varying levels of billing, troubleshooting, and support inquiries as well as minor security concerns, and concerns sent in from the PlayStation Exchange Center
- Participated in focus groups that were involved in implementing new policies and procedures for the Consumer Services Department.
Education
Bachelor's degree - Professional Studies
BYU-I
Idaho06.2025
Certificate of Completion - Professional Studies
Travel Trade And Career Institute
Long Beach, CA07.1999
High School Diploma -
Paramount High School
Paramount, CA06.1995
Skills
- Microsoft Word, PowerPoint, and Excel and can type at 85 wpm (words per min)
- Fluent in Explanation of Benefits (EOB), and operations of a call center settings
- Strong skills in time management prioritizing tasks and meeting deadlines
- Accurately record, remember, and verbally communicated detailed information
- Team player with the ability to create a positive working environment
- Organizational Skills
- Friendly and Patient
- Hardware and Software Repair
- Resolve Technical Problems
Certification
BENEFITS
EXCEL
POWERPOINT
MICROSOFT WORD (10+ years)
WORD
Call Center (10+ years)
CSR
Data Entry
Computer literacy
Sales
English (10+ years)
Communication skills (10+ years)
Computer skills (10+ years)
Typing (10+ years)
Technical Support (10+ years)
Customer Service (10+ years)
Timeline
Merchant Support Representative
CyberSource
12.2019 - 07.2023
Call Center/ Senior Customer Care
United Health Group/Optum Bank
10.2014 - 11.2019
Senior Customer Care Professional
WorkWay/Mitsubishi Motors
10.2011 - 09.2014
Tier 2 Customer Service Representative
Aerotek Automotive/Toyota Motor Sales USA
06.2010 - 07.2011
Tier 3 Associate Technical Support Representative
Sony Computer Entertainment America
04.2005 - 04.2010
Bachelor's degree - Professional Studies
BYU-I
Certificate of Completion - Professional Studies
Travel Trade And Career Institute
High School Diploma -
Paramount High School
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