Sonia Fonseca
Mumbai
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Sterling Information Resources Pvt Ltd
Thane, Maharashtra
05.2021 - Current
- Developed positive relationships with customers through friendly interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls and emails to facilitate customer service.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes
- Providing floor support since October 2025. Providing on the job support to new hires by addressing queries & concerns in real time, ensuring smooth integration into customer facing roles.
- Actively demonstrating leadership qualities by guiding peers, supporting team growth, and positioning myself as a reliable leader for future opportunities.
Customer Service Representative
First Source Solution
MUMBAI
10.2020 - 05.2021
- Developed positive relationships with customers through friendly interactions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Answered incoming chats, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound chats to facilitate customer service
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Butler
ITC Grand Central
MUMBAI
10.2019 - 09.2020
- Greeted guests and provided assistance upon their arrival.
- Oversaw cleaning and household to verify conformance with standards through routine quality inspections.
- Promoted personable but professional working relationship with guests by complying with privacy and confidentiality standard, as well as social boundaries.
- Documented key information from each service visit into detailed reports.
- Scheduled appointments for the guests as requested by them.
- Maintained security systems throughout the property while ensuring safety protocols are followed at all times.
- Ensured that any visitors to the residence were appropriately screened before being allowed entry into any area within it.
- Assisted families in planning and preparing nutritious meals.
- Accompanied clients to appointments and arranged transportation.
- Ensured that all areas within the hotel rooms/suites were kept clean at all times.
Executive Butler Service Desk
St.Regis Mumbai
MUMBAI
03.2016 - 02.2019
- Handling all guest queries, requests & complaints.
- ● Providing with all the necessary solutions or alternatives.
- ● Making sure that their stay was as per their expectation or beyond expectation.
- ● Making the departmental Rosters, attendance, payroll & training.
- ● Training new joiners in the department., handling their doubts & queries.
- ● Maintaining all guests complaints on the system.
Education
Bachelor of Arts - Sociology & History
St. Andrew's College
Mumbai 05-2015
HSC -
St. Andrew's College
Mumbai 05-2012
SSC -
Convent Girls' High School
Mumbai 05-2010
Languages
English
First Language
Hindi
Intermediate
B1
Marathi
Elementary
A2
Konkani
Beginner
A1
Timeline
Customer Service Representative
Sterling Information Resources Pvt Ltd
05.2021 - Current
Customer Service Representative
First Source Solution
10.2020 - 05.2021
Butler
ITC Grand Central
10.2019 - 09.2020
Executive Butler Service Desk
St.Regis Mumbai
03.2016 - 02.2019
Bachelor of Arts - Sociology & History
St. Andrew's College
HSC -
St. Andrew's College
SSC -
Convent Girls' High School