Summary
Overview
Work History
Education
Skills
Timeline
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Sophia Uriarte

Fresno

Summary

Experienced professional with 18 years of diverse workforce experience. Bringing a wealth of knowledge, skills, and patience to the table. Background spans various fields, providing a unique perspective and valuable insights for potential employers. Excited to offer my experience to drive success for a new organization and use my skills with data entry programs like Excel, Word, Outlook, and Teams.

Overview

18
18
years of professional experience

Work History

Customer Account Specialist

United States Cold Storage
01.2021 - Current
  • Scheduled shipments & deliveries with transportation carriers / brokers through email or over the telephone.
  • Worked with the customer’s inventory team to release or hold product that is being stored in our warehouse.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
  • Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
  • Maintained accurate records of customer interactions, ensuring timely follow-up on outstanding issues.
  • Recognized as a top performer within the team, consistently meeting or exceeding performance metrics related to customer satisfaction.
  • Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
  • Used Microsoft Word and Excel to keep accurate records pertaining to inventory and account notes.
  • Used WMS data entry system for scheduling, creating orders, distributing reports and inventory maintenance,
  • Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.

Phone Representative

Planned Parenthood Mar Monte
01.2018 - 01.2021
  • Directed phone calls to the requested department.
  • Scheduled medical appointments for existing and future patients.
  • De-escaleted irate callers, maintaining calm, friendly demeanor.
  • Answered caller’s questions and addressed concerns.
  • Upheld privacy and security requirements established by HIPAA
  • Evaluated patient account information to assess current issues and determine potential solutions.
  • Educated patients on special pricing opportunities and financial assistance programs.
  • Exceeded company productivity standards on a consistent basis.

Caregiver

IHSS
01.2016 - 01.2018
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted client with transfers from their wheelchair to their preferred seat such as their bed, car or couch.
  • Assisted client with activities of daily living, promoting independence and quality of life.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.

Customer Service Manager

Michaels Arts & Crafts
01.2010 - 01.2016
  • Responsibilities included having a set of keys to the store, counting and pulling the registers at the end of the day.
  • Trained new and existing employees.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability.

Survey Interviewer

Synovate Market Research
01.2009 - 01.2010
  • Conducted surveys over the telephone for contracted businesses.
  • Maintained detailed records of survey responses, ensuring data integrity and easy access for analysis.
  • Improved survey response rates by developing rapport with respondents and utilizing effective communication skills.
  • Enhanced respondent engagement by employing active listening skills and demonstrating empathy throughout the interview process.
  • Convinced unwilling individuals by using logical, persuasive rebuttals.
  • Utilized time management skills effectively to conduct multiple interviews daily while maintaining a high level of quality in each interaction.

Cashier

Gottschalks
01.2007 - 01.2009
  • Greeted customers entering the store and responded promptly to customer needs.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Operated cash register for cash, check, and credit card transactions.
  • Completed daily recovery tasks to keep areas clean and neat.
  • Promoted specific item options to drive sales and achieve add-on purchases.
  • Built relationships with customers to encourage repeat business.

Education

Sunnyside High School
Fresno, CA

Skills

  • Effective organization
  • Management
  • Client engagement
  • Document management
  • Customer engagement
  • Skilled in managing multiple tasks
  • Schedule coordination
  • Teamwork and collaboration
  • Professional phone communication
  • Problem solving
  • Accurate data entry
  • Easily accommodates to new situations

Timeline

Customer Account Specialist

United States Cold Storage
01.2021 - Current

Phone Representative

Planned Parenthood Mar Monte
01.2018 - 01.2021

Caregiver

IHSS
01.2016 - 01.2018

Customer Service Manager

Michaels Arts & Crafts
01.2010 - 01.2016

Survey Interviewer

Synovate Market Research
01.2009 - 01.2010

Cashier

Gottschalks
01.2007 - 01.2009

Sunnyside High School

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Sophia Uriarte