Sophia Guido
ONTARIO
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
CentralSquare Technologies
Lake Mary
04.2023 - Current
- Maintain customer accounts; accurately charging false alarms received from local police and fire departments.
- Update customer accounts via online renewals or email; create new account that are sent in via mail service, online, or through alarm company spreadsheets.
- Process mail-in payments sent to multiple PO Boxes per jurisdictions, reviews online payments, prepares account escrow.
- Accurately update customer accounts following payments made online.
- Auto-generates letter renewals, false alarm charges, registrations.
- Responds in a timely manner to multiple emails.
- Educated clients on product features and best practices for effective usage.
- Managed escalations by coordinating with various departments for timely resolution.
- Conducted training sessions for new hires on customer service protocols and tools.
- Maintained up-to-date knowledge of company products to provide accurate information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
NotaryGO
Corona
02.2021 - 01.2022
- Managed all incoming phone calls; locating and assigning various assignments to notary agents.
- Conducting reviews of accounts to ensure agents are accredited.
- Resolving customer issues through phone and email conversation.
- Following up on assignments that were not completed by the notary agents.
Education
Ontario High School
Ontario, CASkills
- Account management
- Customer education
- Payment processing
- Escalation management
- Microsoft Excel
- Document control
- Refund management
- Data entry
- Spreadsheets
Languages
Spanish
Native/ Bilingual
A1
Timeline
Customer Service Representative
CentralSquare Technologies
04.2023 - Current
Customer Service Representative
NotaryGO
02.2021 - 01.2022
Ontario High School