Sofia Ramirez
Phoenix, AZ · sofia.ramirez@example.com · (602) 555-0193
SUMMARY
Customer service representative with 4 years handling phone, chat, and email support for a subscription retailer. Holds a 96% customer satisfaction score across more than 20,000 contacts.
SKILLS
Zendesk · Salesforce Service Cloud · Live chat · Order and billing support · De-escalation · Bilingual English and Spanish
EXPERIENCE
Customer Service Representative II | Desert Bloom Subscriptions | Phoenix, AZ | Feb 2022 – Present
- Resolve 60 to 70 phone, chat, and email contacts a day with a 96% customer satisfaction score
- Raised first contact resolution on billing questions from 71% to 88% by writing 25 help center articles
- Cut average chat handle time from 9 minutes to 6 minutes while keeping satisfaction above 95%
- Trained 12 new representatives on the billing system; all reached full queue volume in under 3 weeks
Customer Service Associate | Valley Home Supply | Mesa, AZ | Aug 2020 – Jan 2022
- Answered about 45 calls a day on orders, returns, and delivery scheduling
- Won back 140 canceling customers in 2021 by offering repair and exchange options before refunds
EDUCATION
Associate of Arts | Sonoran Community College | 2020