Sofia User
@sofiauser18
I resolve customer issues across phone, chat, and email while improving retention and satisfaction.
ArgentinaWhat I'm looking for
I've supported customers at Tigo Panama, Foundever Panama, Alorica Panama, and Stevens Panama across telecommunications, retail, and account services. At Tigo, I handled 60–70 daily interactions for mobile, internet, and TV services while retaining 75% of at-risk customers.
I resolve issues through phone, chat, and email in Spanish and English, using Zendesk and CRM systems to document interactions through resolution. I've maintained a 92% CSAT score and 85% first-contact resolution rate, and exceeded team CSAT targets at Alorica.
I'm looking to bring my customer service, organization, and administrative support experience to a remote Customer Support or Virtual Assistant role.
Experience
Work history, roles, and key accomplishments
Customer Experience Representative
Tigo Panama
Jul 2024 - Jul 2025 (1 year)
Handled inbound and outbound calls for mobile, internet, and TV services, managing an average of 60-70 interactions per day. Achieved 75% retention of at-risk customers and maintained a CSAT score of 92%.
Education
Degrees, certifications, and relevant coursework
University of Buenos Aires
Bachelor's Degree, Psychology
Pursuing a degree in Psychology at the University of Buenos Aires.
Tech stack
Software and tools used professionally
Availability
Location
ArgentinaAuthorized to work in
Job categories
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