Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Sophia Ibarra Zapata

Customer Service Specialist & Loss Prevention Specialist
Pachuca

Summary

Creative thinker with a passion for innovation, self-motivated and results-oriented. Effective team player with strong collaboration skills, strategic thinker capable of making informed decisions. Exceptionally organized with keen attention to detail, proven achiever in diverse professional environments. Knowledgeable Customer Service professional with solid background in back office operations and administrative support. Successfully managed documentation processes and improved workflow efficiency. Demonstrated expertise in data management and problem-solving to ensure smooth operations. Organized administrative professional with proven track record in back office functions and operational support. Known for improving process efficiency and ensuring accurate documentation. Reliable team player with focus on achieving results and adapting to changing needs. Skilled in data management and problem-solving.

Overview

13
13
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Customer Service & Back Office Specialist

Bee Safe Bee Removal
09.2024 - Current
  • Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.
  • Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.
  • Maintained up-to-date knowledge of industry regulations and compliance requirements relevant to back-office functions; implemented necessary updates accordingly.
  • Maintained a high level of confidentiality, safeguarding sensitive information pertaining to company operations and client transactions.
  • Managed 60 incoming calls, emails per day from customers.

Cruise Representative

Royal Caribbean Group
11.2023 - 06.2024
  • Collaborated with travel agents and other industry professionals to promote cruise packages and attract new clientele to the company.
  • Maintained comprehensive knowledge of ships'' layouts and services offered to provide accurate information to passengers upon request.
  • Promoted shore excursions by highlighting unique experiences available at each port of call, increasing participation rates among guests.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed 60 incoming calls, emails per day from customers.

Loss Prevention Team Lead

CSC Generation
02.2021 - 09.2023


  • As a team leader, I trained new agents, provided operational guidance to management, generated critical reports, and improved team performance.
  • I dedicated myself to fostering both professional and personal growth within the team.
  • Maximized resource allocation by analyzing data trends to identify high-risk areas within the store and adjusting staffing accordingly.
  • Improved case resolution rates with thorough investigations, timely follow-ups, and collaboration with local law enforcement agencies.

Customer Service Representative

CSC shared Services
11.2020 - 02.2021
  • Assists customers by answering inquiries, resolving issues, and providing information about products or services.
  • They handle complaints, process orders, maintain records, and aim to ensure customer satisfaction while adhering to company policies.
  • CSRs play a vital role in representing the organization and fostering positive customer experiences.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed 60 incoming calls, emails per day from customers.

Collections

Venmo
08.2020 - 11.2020


  • Streamlined collections processes for increased efficiency and productivity.
  • Reduced outstanding receivables for increased financial stability by effectively managing accounts and pursuing collections.
  • Managed a team of collections agents, ensuring adherence to company policies and federal regulations.
  • Optimized seasonal collections, closely monitoring fashion trends and market demands.

Customer Service Representative

BiteSquad
01.2020 - 06.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Cruise Staff

Disney Cruise Line
05.2014 - 08.2014


  • Consistently delivered memorable customer experiences
  • Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
  • Established and maintained strong relationships with colleagues through regular meetings and communication.
  • Responded sensitively and competently to service customers with diverse cultural backgrounds.
  • Established positive relationships with customers and other staff members.

Sales Associate

Starboard Cruise Service
06.2012 - 01.2013


  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.

Education

Executive Chef - Certificate

Hidalgo Culinary Institute
Pachuca
07.2006 - 07.2008

Skills

    Data entry expertise

    Time management

    Office management

    Client interaction

    Customer service

    Strong problem solver

    Prioritizing work

    Excel spreadsheets

    Document management

    Report generation

    Positive attitude

Software

Cybersource

Salesforce

Netsuite

Kount

Stripe

Avaya

Tems

Microsoft Excel

Microsoft Office

GER's

Citrix

Zendesk

Slack

Ekata

CTM

Pest Routes

Timeline

Customer Service & Back Office Specialist

Bee Safe Bee Removal
09.2024 - Current

Cruise Representative

Royal Caribbean Group
11.2023 - 06.2024

Loss Prevention Team Lead

CSC Generation
02.2021 - 09.2023

Customer Service Representative

CSC shared Services
11.2020 - 02.2021

Collections

Venmo
08.2020 - 11.2020

Customer Service Representative

BiteSquad
01.2020 - 06.2020

Cruise Staff

Disney Cruise Line
05.2014 - 08.2014

Sales Associate

Starboard Cruise Service
06.2012 - 01.2013

Executive Chef - Certificate

Hidalgo Culinary Institute
07.2006 - 07.2008
Sophia Ibarra ZapataCustomer Service Specialist & Loss Prevention Specialist