Open to opportunities

Sophia Sledge

@sophiasledge

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Detail-oriented Customer Experience and Quality Assurance professional.

United States

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What I'm looking for

I am looking for a role that values continuous improvement and client satisfaction.

I am a detail-oriented, ISO-certified Customer Experience (CX) and Quality Assurance (QA) professional with over 15 years of experience in client-facing, administrative, and service-driven roles. My expertise lies in enhancing customer service quality and performance tracking, particularly in remote service environments. I have a proven track record of exceeding sales goals and improving customer satisfaction metrics through effective communication and quality assurance practices.

Throughout my career, I have consistently demonstrated strong analytical and troubleshooting skills, focusing on continuous improvement and compliance. At Men’s Warehouse, I exceeded monthly sales goals by 20% and improved customer satisfaction by 18% through expert CX practices. My experience at Omaha Steaks Inc further honed my skills in handling high volumes of customer interactions while training new representatives on CRM standards, leading to a significant reduction in repeat issues.

I am excited to leverage my extensive CX and QA knowledge to contribute to a dynamic team, ensuring exceptional service delivery and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Men's Wardrobe Specialist

Current

Men's Warehouse

Apr 2025 - Present (4 months)

Exceeded monthly sales goals by 20% through expert CX practices, needs analysis, and post-service engagement. Improved customer satisfaction by 18% by conducting quality assurance through feedback surveys and style consultations.

CX Sales Communication Quality Assurance Customer Satisfaction

Customer Service Representative

Omaha Steaks Inc

Sep 2022 - Jun 2025 (2 years 9 months)

Improved CX metrics by 20% using empathy-driven interactions and ISO communication standards. Handled 70+ calls/emails daily, performing root cause analysis for recurring service complaints.

CX ISO Communication Standards Root Cause Analysis CRM Systems Training Customer Satisfaction

Domestic Engineer & Caregiver Admin

Independent Contractor

Jan 2016 - Mar 2022 (6 years 2 months)

Managed household administrative tasks, medical appointments, and budget tracking for dependents, ensuring privacy compliance and optimal organization. Coordinated communications with medical providers, insurance offices, and social services.

Administrative Support Budgeting Communication Time Management Microsoft Excel KPI Tracking

Cash Office Clerk / Front-End Lead

Randall's Food and Pharmacy

Jun 2003 - Jun 2015 (12 years)

Managed over $500,000 annually in transactions with 99% accuracy rate, ensuring financial accuracy and compliance. Enhanced SOPs for financial logging, reducing discrepancies by 30%, and conducted internal audits.

Financial Management SOP Development Internal Audit Training Customer Service

Education

Degrees, certifications, and relevant coursework

Continental Academy

High School Diploma, General Studies

Completed high school education, gaining foundational knowledge and skills across various subjects. Developed strong communication and organizational abilities essential for future professional roles.