Sofia Lourdes Galeas

sG Education Bachelor of Science: Law Currently Autonomous National University - San Pedro Sula Associate of Applied Science: Politics, 2011 Central American Institute of Political Science - Guatemala Skills Conflict Resolution Proficiency Adheres to customer service procedures Bilingual Customer Service Strong problem solving Persuasive speaker Analytical and critical thinker Fast learner Skilled multi-tasker sofia galeas ♦ Cellphone: - Email-Experience Customer Service and Sales Agent 04/2017 to 11/2017 Collective Solution 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. Upsell and offered products and new services available for clients devices and accounts. Accurately documented, researched and resolved customer service issues Sales agent Great HealthWorks January /16 to July/16 Work From Home Job Taking inbound calls from customers interested in the products. Providing accurate information, details and benefits from supplements. Upsell ingredients new products. Call Center Floor Supervisor, 08/2014 to February 2017 Allied Global – San Pedro Sula, Cortes Managed 20 people team that received customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Prepared reports and communication for senior management and clients. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Quality Analyst, 11/2013 to 08/2015 Allied Global – Honduras Effectively Analyze the quality of high-volume of inbound and outbound customer care representative  calls. Productivity in the Quality Analyst department equals 25 calls per day Job Aids creation for the CSR to use while in a call Accurately provided Feedback to agents about the calls  Customer Care Representative Anal, 02/2013 to 11/2013 Allied Global – Honduras 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 Congress Woman Personal Assistant, 01/2010 to 12/2012 Honduras National Congress – Francisco Morazan Greeted numerous visitors, including Government members, and interview candidates for government help. Assisted with event planning, including associated travel and logistical arrangements. Completed data entry, about new approved laws by the government. Manage the Congress Woman daily and monthly agenda English High School Teacher, 02/2004 to 12/2010 Santa Maria Goretti Institute – Choluteca, Honduras Implemented reading and writing workshops to increase and support reading Organized grade records. Fostered meaningful relationships among students through student field-trip retreats and team-work community service project References Allied Global - Lic. Yessenia Zelaya - Abog Freddy Pinel -