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Sonia Sepulveda

@soniasepulveda

Customer Support Specialist at Interrail who resolved 120+ weekly ticketing inquiries with 96% CSAT.

At Interrail, I supported international travelers across email, chat, and ticketing. I resolved over 120 complex ticketing inquiries per week while maintaining a 96% CSAT score.

I streamlined internal documentation and created templates for frequent booking issues, reducing average response time by 15%. I also reported platform bugs to the technical team.

At Rituals, I handled e-commerce orders, returns, and product inquiries, maintaining a 98% weekly resolution rate. Earlier, at Nike, I resolved escalated shipping and refund disputes and trained three new support agents.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Interrail

Jun 2023 - May 2026 (2 years 11 months)

Provided high-standard multi-channel customer service for international travelers, resolving over 120 complex ticketing inquiries per week and maintaining a 96% CSAT score. Reduced average response time by 15% through streamlined documentation and template responses.

Zendesk Salesforce Service Cloud Intercom Freshdesk Slack Microsoft Teams Zoom Google Workspace Confluence Microsoft Office

Customer Care Advisor

Rituals

Sep 2020 - Apr 2023 (2 years 7 months)

Managed end-to-end customer support for e-commerce orders, returns, and product inquiries via live chat, phone, and email. Maintained a 98% weekly resolution rate and achieved a 100% efficiency score on manager evaluations.

Zendesk Salesforce Service Cloud Intercom Freshdesk Slack Microsoft Teams Zoom Google Workspace Confluence Microsoft Office

Customer Service Representative

Nike

Jun 2018 - Aug 2020 (2 years 2 months)

Delivered brand-aligned support for digital store customer requests, handling escalations, sizing issues, and membership queries. Resolved 96% of escalated shipping and refund disputes independently and trained 3 new support agents.

Zendesk Salesforce Service Cloud Intercom Freshdesk Slack Microsoft Teams Zoom Google Workspace Confluence Microsoft Office

Education

Degrees, certifications, and relevant coursework

HU University of Applied Sciences Utrecht

Bachelor's Degree, Secondary Education Teaching (English Language)

2024 -

Bachelor's degree in Secondary Education Teaching with focus on English Language. Two years completed in an international academic environment entirely in English, expected completion in June 2026.