Sonia I.
Mid-Level Remote Customer Service Representative
Open to offersNew to PlatformAbout
Sonia I. M. is a seasoned Customer Service professional with over three years of expertise in remote support environments, excelling in providing multichannel support via calls and emails. With a strong background in International Trade, she consistently met quality and productivity metrics focused on customer satisfaction. Sonia worked at Teleperformance as a Customer Service Representative from 2022 to 2025, where she managed customer interactions and followed up on cases using internal CRM systems. Her adeptness with various digital tools enabled her to ensure compliance with response time standards and effectively resolve customer issues. Previously, at Clínica Universidad de La Sabana, she served as a Junior Customer Service Assistant, delivering empathetic in-person service in a healthcare setting. Certified in Basic Excel and possessing functional English skills, she maintains high-performance standards in diverse customer service scenarios.
Experience
Customer Service Representative
Teleperformance · 2022 — 2025Delivered customer support through phone and email, ensuring clear communication and effective solutions. Utilized internal CRM systems for case management and follow-up, maintaining compliance with response times. Addressed high-stress situations and dissatisfied customers with empathy and professionalism. Met quality and productivity standards consistently. Transferred cases accurately to the relevant department as necessary. Operated various digital tools and customer service platforms in a remote setting.Junior Customer Service Assistant
Clínica Universidad de La Sabana · 2020 — PresentProvided face-to-face customer service to patients, families, and clinic personnel, emphasizing respect and empathy. Managed requests in a healthcare environment according to established protocols. Contributed to inventory control and organized the workspace. Worked collaboratively with team members to ensure streamlined and efficient service delivery.
Skills & Expertise
Education
- Technologist in International TradeSENA Virtual · — — 2020
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