Sofia Lourdes Galeas Landaverde

Sofia Galeas EXPERIENCE ACCOUNT MANAGEMENT - HAUL REMOTE JOB (startup) August2021 - April 2023 - Managed B2B accounts, ensuring services and resolving any issues to maintain www.linkedin.com/in/sofia customer satisfaction. galeas Built strong and lasting relationships with clients through regular - communication and exceptional service. Colonia Miraflores, Collaborated with cross-functional teams, including Dispatch, safety, Distrito Central, Honduras recruitment, and product development, to deliver exceptional value to clients. SKILLS Conflict Resolution Proficiency Exceptional customer service . RECRUITMENT SPECIALIST HAUL REMOTE JOB (startup) SOP Building Experience KPI'S implementation Successfully onboarded to Haul Platform over 100 new drivers per month, Bilingual Customer Service ensuring a smooth transition into the company culture and processes. Strong problem -solving Streamline the onboarding process and reduce the time it takes to get new Persuasive speaker drivers up to speed. Analytical and critical thinker Provided guidance and support to candidates throughout the recruitment Fast learner process, ensuring a positive candidate experience Skilled multi-tasker EDUCATION BACHELOR OF SCIENCE: LAW Universidad Tecnologica de Honduras Currently DRIVER SUPPORT (DISPATCH) HAUL REMOTE JOB (startup) Provided exceptional support to drivers by addressing their concerns and inquiries promptly and efficiently. Managed and resolved driver issues using effective problem-solving skills and a ASSOCIATE OF APPLIED SCIENCE: POLITICS Central American Institute of Political Science– Guatemala- customer-centric approach. Maintained accurate records of driver support interactions and feedback to help identify areas for improvement. Collaborated with cross-functional teams to ensure timely and effective communication with drivers and other stakeholders. Contributed to the creation of standard operating procedures and policies to ensure consistent and effective driver support across the organization LANGUAGE English Spanish PARALEGAL Fredy Pinel Legal Firm January 2020 to June 2021 Conducted research to support attorneys in cases involving civil law, property law, and administrative law Assisted attorneys in drafting legal documents such as contracts, briefs, and pleadings. Managed case files and maintained accurate and up-to-date records of case information. Coordinated with clients, witnesses, and experts to schedule appointments and gather information. Conducted investigations to gather evidence and prepare reports for attorneys. Acted as a liaison between attorneys and clients, providing updates on case progress and ensuring client satisfaction. Responded to customer inquiries and concerns through social media channels, maintaining a positive brand image. TECH SUPPORT AND UPSELLS Alorica (Comcast) September 2018 to January 2020 Addressed and resolved customer product technical issues empathetically and professionally. Provided guidance and support on how to use the products and services. Answered a constant flow of customer calls. Gathered and verified all required customer information for tracking purposes. Upsell and offered products and new services available for clients. Accurately documented, researched, and resolved customer service issues CALL CENTER FLOOR MANAGER Allied Global (TRACFONE) August 2014 to February 2017 Implemented effective strategies to improve call center operations and consistently met-exceeded performance goals Coached, and mentored call center representatives to enhance their skills and productivity Conducted regular performance evaluations and provided constructive feedback to team members Maintained accurate records of call center data and analyzed trends to identify areas for improvement Managed staffing levels to ensure appropriate coverage during peak call times and minimize wait times for customers Provided excellent customer service through efficient call handling and problem-resolution skills Conducted team meetings and communicated updates on company policies, procedures, and performance goals to keep team members informed and motivated. QUALITY ANALYST Allied Global (TRACFONE) November 2013 to August 2014 Effectively Analyze the quality of high-volume of inbound and outbound customer care representative calls. Productivity in the QualityAnalyst department equals25 calls per day Job Aids creation for the CSR to use while in a call Accurately provided feedback to agents about the calls CUSTOMER SERVICE Allied Global (TRACFONE) February 2013 to November 2013 Addressed and resolved customer product complaints empathetically and professionally.Answered a constant flow of customer calls. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched, and resolved customer service issues