Sofia Cardona

I’m a highly organized, bilingual Customer Operations Specialist with 3+ years of experience in customer service and collections within international campaigns. I handle high-volume interactions across phone, email, and live chat while maintaining strong performance metrics and client trust.

In my billing collections roles, I manage complex billing inquiries and confidential medical records with HIPAA compliance. I recovered over $2,500 weekly in outstanding balances by auditing accounts using expert knowledge of US health insurance (deductibles, copays, EOBs) and setting up structured payment plans.

I also supported operations as floor support, guiding colleagues through complex workflows and delivering peer-to-peer onboarding to accelerate new member productivity. In energy collections, I recovered between $7,000 and $10,000 monthly, consistently ranking as a Top Collector through empathetic communication, active listening, and customized payment arrangements while applying FDCPA guidelines and tracking daily collection metrics in Excel.

Across AT&T customer operations work, I managed 100–120 customer inquiries daily and exceeded structured performance metrics. I supported account retention and revenue by securing 2–3 soft sales daily, aligning corporate solutions with customer needs through persuasive communication.