Sonia M.
Senior Customer Service Specialist
Open to offersNew to PlatformLanguages
English
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About
Sonia P. is an experienced Customer Service Representative with two decades in client support across sectors such as BPO, telecommunications, e-commerce, roofing, vacation rental, retail food supply, and jewelry marketing. Her tenure includes 10 years in traditional BPO environments and an additional decade in home-based roles, underscoring her adaptability to remote work. Sonia’s background spans outbound sales, CRM management (with tools including Salesforce, Hubspot, Zoho, Zendesk, and Freshdesk), e-commerce operations using Shopify and WooCommerce, and basic accounting with platforms like QuickBooks and MoneyWorks. She has managed teams of 20-25 associates in outbound survey campaigns for a US credit bureau and held responsibilities ranging from inventory oversight to dispute resolution, order management, and technical customer support within leading businesses in the US, Australia, New Zealand, and the Philippines.
Experience
Customer Service Representative
The Gilded Thistle · 2023 — 2025Handled customer inquiries through phone, email, chat, and social media in a professional and friendly manner. Oversaw incoming inventory shipments, checked quantities, verified received products against purchase orders, and inspected for damage. Ensured accurate inventory records by updating stock levels in the system and confirming availability data.Customer Service Representative
Complete Roofing Systems LLC · 2021 — 2023Provided clear information regarding roofing services, warranties, and the insurance claim process. Guided customers through each step of the insurance claim process and connected them with estimators or sales representatives for quotes. Served as a liaison between customers, roofing crews, and management while promptly updating customers on schedule changes due to weather or material delays.Customer Service Representative
Plus Vacation · 2020 — 2021Managed customer service tasks from reservation through to check-out, including responding to inquiries and filing resolution requests. Updated property brochures and calendars, edited rates, and adjusted bookings for rental vacancies. Assisted guests with bookings and check-in/check-out procedures while addressing guest issues and complaints through onsite coordination for quick resolutions.Customer Service Representative
Bakers Authority · 2017 — 2020Addressed customer inquiries and complaints via phone, live chat, and email. Verified and updated customer information and handled credit card payments and disputes. Aided customers with order placements, refunds, and insurance claims while monitoring shipping and delivery status.Marketing Virtual Assistant
Diamond Concierge · 2015 — 2017Performed daily tasks including calling and following up with US jewelers. Managed the Salesforce database to ensure updated marketing lists and client contact information. Coordinated appointment settings and created shipping labels through various courier services while tracking packages until delivery.Marketing Coordinator
The Beer Cellar · 2014 — 2015Contacted prospects to introduce the company's diverse selection of imported beers, particularly from Belgium and the US. Assisted customers through inquiries and concerns using Live Agent for chat and email support. Compiled daily marketing sales reports while engaging in HR and administrative tasks including calendar management and social media.Professional Appointment Setter and Executive Coordinator
Idea2Result · 2013 — 2014Set appointments for various sales clients supporting both outbound and inbound campaigns. Acted as an Executive Coordinator for company partners by managing emails and coordinating meetings for executive schedules. Qualified leads by identifying customer needs prior to appointment scheduling while maintaining accurate records in the CRM system.Level One Maintenance Associate
RealPage Philippines · 2012 — 2013Provided 24/7 support handling resident service calls for properties, logging tickets into software, and dispatching emergencies to the appropriate technicians for swift resolutions.Inbound Support Representative
Startek Philippines · 2009 — 2012Managed customer inquiries, complaints, and billing issues maintaining a high level of courtesy and professionalism. Completed transactions related to the activation of new customer accounts while providing alternative solutions to retain customers. Achieved sales quotas by processing purchases of accounts, services, and payments across various customer contact channels.Team Manager for Outbound Business Surveys
Eperformax Contact Centers · 2006 — 2009Led a team of 20-23 marketing associates, a quality assurance specialist, and a team leader while driving outbound business surveys for a major US credit bureau. Maintained and ensured adherence to client goals while supervising quality monitoring and production.Quality Assurance Specialist
Eperformax Contact Centers · 2003 — 2004Monitored and graded both live and recorded calls to identify areas for skill improvement. Developed action plans based on tracked performance to meet the expectations of clients.Marketing Associate for Outbound Business Surveys
Eperformax Contact Centers · 2003 — 2004Conducted outbound calls to collect business surveys for basic marketing information required by a US credit bureau while striving to meet call and completion targets.
Skills & Expertise
Education
- Bachelor of Science in NursingSt. Jude College · — — 1998
- Secondary SchoolHoly Rosary Catholic School · — — 1992
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