Sofia Rodriguez
English Education
Santa Ana,SA
Summary
Experience delivering customer service, and account management with talents for communication and organization, as well as great client relations. Proficient in using independent decision-making skills to positively impact company/customer success. Dedicated to applying training, monitoring to enhance customer engagement and boost performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Manager at First American
Account Management
01.2021 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Virtual Assistant
Viva
06.2024 - 10.2024
- I checked insured policies for expiration dates and verified the mortgage company and premium amount.
- I called customers for home policy renewals, confirmed if their roofs had been updated, if they had changed mortgage companies, and offered reshops or new policies such as auto and flood.
- I also followed up with agents if they have not contacted insureds. Every interaction was documented in Hawksoft and Zoho.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conferred with customers by telephone, or email to provide information.
Education
Bachelor of Science - Education in The English Language
Catholic University of El Salvador
Skills
Customer Relations
Customer Service
Account Updates
Customer Onboarding
Client Relations
Customer Account Management
Records Management
Email management
Client Onboarding and Retention
Certification
Certified EF SET, EF STANDARD ENGLISH TEST
Languages
Spanish
English
Timeline
Virtual Assistant
Viva
06.2024 - 10.2024
Customer Success Manager at First American
Account Management
01.2021 - Current
Bachelor of Science - Education in The English Language
Catholic University of El Salvador
Certified EF SET, EF STANDARD ENGLISH TEST
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