Open to opportunities

Sofia Janella Rico

@sofiajanellarico

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Detail-oriented process analyst with a passion for customer service.

Philippines

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What I'm looking for

I am looking for a role that values analytical thinking and offers opportunities for growth in customer service and operations.

I am a motivated and detail-oriented professional with a strong foundation in customer service and back-office operations. My experience as a Process Analyst at EVIDEN – ATOS SYNTEL has honed my analytical skills, where I gathered and organized complex documentation while maintaining high accuracy in claims management systems. I pride myself on my ability to handle sensitive client information responsibly and support insurance claims across various categories.

In my previous role as an Operations CSR II at TELUS INTERNATIONAL, I delivered empathetic customer support to drivers regarding logistics inquiries. My commitment to clear communication ensured efficient delivery processes, and I effectively resolved concerns by coordinating with internal teams. I have also worked in retail customer service, where I processed order replacements and refunds while maintaining a high level of professionalism and efficiency.

Experience

Work history, roles, and key accomplishments

Process Analyst

EVIDEN – ATOS SYNTEL

Apr 2024 - Aug 2024 (4 months)

As a Process Analyst, I gathered, analyzed, and organized complex documentation related to insurance claims, invoices, and medical records. I maintained claims management systems with high accuracy and handled sensitive client information responsibly while supporting various insurance claims.

Communication Skills Claims Management Data Analysis Documentation Microsoft Office Problem Solving

Operations CSR II

TELUS INTERNATIONAL

Jan 2023 - Apr 2024 (1 year 3 months)

In my role as Operations CSR II, I provided professional customer support to drivers regarding logistics inquiries. I maintained communication to ensure efficient delivery processes, assisted in tracking shipments, and coordinated with internal teams to resolve delivery issues.

Communication Skills Customer Support Logistics Zendesk Problem Solving Team Coordination Empathy Documentation

Customer Service Representative

S24]7.ai

Sep 2022 - Jan 2023 (4 months)

As a Customer Service Representative, I handled high-volume queries, processed order replacements and refunds, and ensured customer satisfaction through timely resolutions. I maintained professionalism and efficiency in all interactions.

Communication Skills Customer Service Order Processing Problem Solving Empathy High Volume Queries Customer Satisfaction

HR Recruiter Intern

University of Makati

Jan 2021 - Feb 2021 (1 month)

As an HR Recruiter Intern, I assisted in the end-to-end recruitment process for delivery riders, handling applications, document validation, and initial interviews. This role provided me with valuable experience in recruitment and HR operations.

Communication Skills Recruitment Validation Interviewing HR Operations Data Management Teamwork

Compensation & Benefits Intern

Convergys

Jan 2018 - Feb 2018 (1 month)

In my role as a Compensation & Benefits Intern, I supported the HR team in administering employee salaries, government contributions, and benefits processing. I ensured accurate data management and assisted employees with related concerns.

Data Management Employer Benefits Problem Solving Communication Skills Teamwork

Education

Degrees, certifications, and relevant coursework

University of Makati

Internship, Human Resources

2020 - 2021

Internship as an HR Recruiter Intern, responsible for onboarding delivery riders and managing the end-to-end recruitment process.

University of Makati

Bachelor of Science, Human Resource Development Management

2018 - 2021

Activities and societies: Student-Athlete of UMAK Touch Rugby Team

Completed a Bachelor of Science with a major in Human Resource Development Management. Engaged in various academic and extracurricular activities, including being a student-athlete on the UMAK Touch Rugby Team.