Sofia Alvarez
Customer Service Representative — Tier 2 Support
sofia.alvarez@email.com · +1 (602) 555-0139 · Phoenix, AZ
Summary
Customer service professional with 5 years across phone, chat and email support for a consumer electronics brand. Hold a 96% customer-satisfaction score on 60+ contacts a day, resolve 89% of issues on first contact, and trained 15 new hires as the team’s designated mentor. Bilingual in English and Spanish.
Experience
Tier 2 Customer Service Representative — Solstice Electronics, Phoenix, AZ
Apr 2022 – Present
- Handle 60–70 escalated phone, chat and email contacts a day with a 96% CSAT and 89% first-contact resolution (team average: 91% / 78%)
- Trained 15 new representatives on the Zendesk workflow and product troubleshooting; the group reached target handle time 3 weeks faster than previous cohorts
- Wrote 22 knowledge-base articles that deflected an estimated 1,200 tickets a month
- Provide Spanish-language support for 20% of the queue; CSAT on Spanish contacts rose from 88% to 95%
Customer Service Representative — Solstice Electronics, Phoenix, AZ
Jan 2020 – Mar 2022
- Resolved 80+ inbound contacts a day on orders, returns and warranty claims with an average handle time of 5 minutes 40 seconds
- Recognized as Representative of the Quarter twice for quality-assurance scores above 98%
Education
Associate of Arts, Business, Phoenix College, Phoenix, AZ · 2018 – 2020
Skills
Support: Phone, chat and email support, De-escalation, Troubleshooting, Order & returns management, Knowledge-base writing, New-hire training
Tools: Zendesk, Salesforce Service Cloud, Shopify, Talkdesk, Microsoft Office
Languages: English (native), Spanish (fluent)
