Sophy Arunda

Worked as a fully remote dedicated Omni agent for a client in the retail and E-commerce industry providing support on all non-voice channels. Communication of processes and company procedures were among some of my roles/responsibilities.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Surpassed my QA target and achieved 100% QA score in August, September, October and December, immediately after training. QA score for November was 99%.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Consulted with internal team to resolve discrepancies and create expert solutions.
• Recommended products to customers, thoroughly explaining details depending on their taste and preferences.
• Answered constant flow of customer emails, chats and social media messages with minimal wait times.

Readly is a SaaS company that provides a new way of reading magazines on tablets and smartphones. Readly's mission is to be on the cutting edge of the digital magazine revolution.

• Managed and responded to over 70 support tickets per day.
• Maintained quality score of 100% throughout this period, and one-touch of over 70%.
• Created and edited macros to speed up responses to customers and promote uniformity of responses.
• Trained incoming agents through shadowing and drafting sessions, building their confidence before they could work on live tickets.
• Created and maintained knowledge base of articles to enable informed service across support team
• Managed, various markets; UK, US Australia, ensuring that ticket volume is kept at bay.

Worked for a client in the food and beverage industry to provide assistance to company customers via email. Key responsibilities for this role include developing customer relationships, solving customer issues, promoting products and services, maintaining their job knowledge, reporting to supervisors, and forwarding unresolved queries to specialists.

• Maintained Quality score of over 95% during this period.
• Cleared inbox on every shift leaving no pending tickets/customers.
• Responded to text messages from customers via "Community".
• Updated internal knowledge base with new processes and changes that were key to providing better support to customers.
• Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension

Lead chat agent providing real-time support to customers for their concerns. Responding immediately via live chat and delivering pleasant and competent customer service was my major concern, in both sales and support. Additionally handled E-mails from customers and managed sales/support text line, Facebook direct messages and wall post comments. I also:

• Maintained customer satisfaction with forward-thinking tracking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers. {Worked with multiple providers such as ATT and Verizon to provide connection to customers}
• Came up with tagging system that helped us to track customer issues and come up with strategies to better resolve them. This reduced churn rate via chat by 10% in July.
• Handled at least 40 chats per day reducing queue lengths on calls and number of minutes spent on calls.
• Evaluated account and service histories to identify trends, using data to mitigate future issues. This was done by tracking most frequently asked questions, number of chats, emails and customer problem groups per day.
• Consulted with outside parties to resolve discrepancies and create effective solutions for customers. This was done through third parties, Pareteum and Bandwidth who assisted in porting over customer numbers into service.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Followed tagging system to escalate issues to our technical team to create road map for quality assurance and follow up by colleagues and supervisors.
• Made info pack to send to customers with more details on services offered to help them make better, informed decisions on whether or not to subscribe to our service.

Taking orders from clients, answering questions and enquiries, troubleshooting difficulties, providing information, and handling complaints about the organization's products or services, were among my roles. Worked in the dispatch team (Dec 2018- Jun 2019), sending out deliveries to customers and following up to the point of delivery. Also handled chat and emails, clearing at least 300 emails from clients during peak season.

• Briefed customers on setting appointments, special order requests, and arranging merchandise pick-up in instances where returns or replacements directly to the merchant was necessary.
• Conveyed and received information with vendors regarding back order availability, future inventory and special orders.
• Liaised with customers and management to better understand customer needs and recommend appropriate solutions, such as bot responses on Zendesk to answer to most frequently asked questions.
• Cultivated customer loyalty, promoted repeat customers and improved sales through offering valid discounts and informing customers about ongoing sales and promotions.
• Fielded customer questions regarding available merchandise, sales, current prices. Outsourced alternative/substitutes in out of stock scenarios.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions on call, chat, email and to walk-in customers.
• Served customers in a friendly, efficient manner following outlined steps of service in the internal Wiki and Quality assurance documentation.

Worked as a personal assistant for the owner/make up artist in the Health and Beauty industry providing both make up services and selling the products as well. My roles included;

• Selling make up and skin care products to customers while recommending the best option for customers depending on their skin concerns.
• Shade tested on items such as foundations and concealers to find the best suit for customers.
• Created invoices and sent the, to customers to make payments before dispatching their goods.
• Mastered 5 different brands of foundation, their various shades and the suitable skin types so as to recommend to customers in a timely manner.