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Sofia Estrada

BPO Specialist / Dentist

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Intro
Tegucigalpa, Honduras
Medical Practice
Joined May 16, 2024

Skills

Languages

Spanish
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Native or Bilingual
English
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Native or Bilingual
About
A dynamic, adaptable, patient, flexible, empathetic, team player and versatile professional with a robust history in the BPO industry for over 5 years. Skills: Google Suite, Microsoft Office, Windows, teams, slack, Quickbooks, ADP, Paychex and CRM
Experience
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Avas Flowers
Apr 2024 – May 2024
Remote
Customer Messaging Support - Contract
Handled all communication between Flowers shops and Avas. The communication outlets were through voice and messaging networks. Managed all inquiries and concerns a flower shop might have that are impeding an order to be delivered in a timely manner, such as making changes to an order due to unavailability of products, specific dates, price changes, and important information needed to ensure delivery. Multitasking was a fundamental aspect of my daily responsibilities. Each day presented a diverse array of tasks, ranging from client communication to administrative duties and problem-solving.
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Partner Hero
Dec 2021 – Mar 2024
Honduras - Work from home
Customer Service Associate
Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset. Assisted as POC or point of contact for incoming members. Assisted the Customer Experience Manager with special projects. Successfully de-escalated complex customer interactions, turning potentially negative experiences into positive outcomes, reinforcing the company's high standards and commitment to exceptional customer service. Documented customer correspondence in CRM to track requests, problems and solutions.
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Amazon-Amazon
Apr 2019 – Oct 2021
Honduras
Customer Service Associate
Educated customers on special pricing opportunities and guidance on how to purchase orders. • Maintained knowledge of current promotions, pricing strategy, exchange guidelines, payment policies, and security practices. • Manage incoming phone calls by responding to request and assisting with inquiries • Researching client history and using best practices to enroll/retain potential clients Mentored and provided coaching to new employees by providing feedback and guidance on the procedures, policies, and products, maintaining great environments to maximize team performance.