Kenya Sosa
Westfield
Summary
Dynamic and results-driven professional with extensive experience at Pennie Procedures, excelling in customer support and problem-solving. Proven ability to resolve complex issues while maintaining a calm disposition. Skilled in data entry and effective communication, consistently enhancing customer satisfaction and operational efficiency. Committed to fostering teamwork and delivering exceptional service.
Offering strong communication abilities and genuine interest in customer service, eager to learn and thrive in a call center environment. Brings foundation in problem-solving and adaptability, ensuring rapid acquisition of necessary skills. Ready to use and develop communication and technical skills in a remote any role I receive. Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
GetInsured
07.2025 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Assistant Manager
Amazon
10.2024 - 01.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Improved operational efficiency by adopting new technology for inventory management.
Material Handler
NFI
07.2022 - 07.2024
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Used hand-held scanners and physical logs to accurately track item movements.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Collected, arranged, and input information into database system.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Generated reports detailing findings and recommendations.
- Frequently inspected production area to verify proper equipment operation.
Education
High School Diploma -
Lebanon High School
Lebanon, INSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Answering questions
- Complaint resolution
- Product knowledge
- Gathering information
- Calm disposition
- Technical support
- Logging call information
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
GetInsured
07.2025 - Current
Assistant Manager
Amazon
10.2024 - 01.2025
Material Handler
NFI
07.2022 - 07.2024
High School Diploma -
Lebanon High School