Sofia U. Email & Phone Number

United States

United States

• Provided outstanding support for customer service escalations and all social media platforms regarding technical and usability issues, billing inquiries, and product feedback.
• Performed troubleshooting and ad hoc testing in multiple languages of various operating systems (Windows, Mac, iOS, Android).
• Demonstrated strong root cause analysis skills to quickly identify technical and trending bugs.
• Updated customers on the known issues and/or provided workarounds when available.
• Analyzed and reported social media trends (Sprinklr, Meltwater) for quick resolution.
• Facilitated live training sessions with TaskUs contractors to explain and present complex topics.

Vacaville, California, United States

• Developed and implemented lesson plans for a class of 1st, 2nd, and 3rd grade students with autism, speech impairment, dyslexia, and other learning disabilities.
• Created individualized IEP plans and differentiated classroom activities to meet each student’s needs and abilities.
• Collaborated with general education teachers, speech language pathologists, occupational therapists, and behavior specialists to create and implement instructions while ensuring 100% compliance with IEP and state.
• Managed students’ behaviors while teaching coping skills to support students’ self-control.
• Assessed students’ skills to determine their needs and develop effective teaching plans specific to each students’ abilities.

Rapid City, South Dakota, United States

• Managed fleet and daily branch operations for Enterprise and National Alamo at the airport branch with 400+ vehicles.
• Oversaw daily customer service operations to ensure compliance with corporate objectives, policies, and best practices.
• Supervised and trained new employees aimed to promote a positive and productive work culture.
• Maintained timely administrative duties with back office, daily transactions, and agent activity logistics.
• Created and presented weekly risk review reports to the Area Manager to identify areas of growth and drive profitability.

Rapid City, South Dakota, United States

• Organized daily operations of a satellite branch with 45+ vehicles, collaborating with various teams, business units, and departments to ensure successful branch operation; e.g., fleet management, risk management.
• Brought forth a consistent track record of delivering exceptional customer service to secure 100% customer satisfaction.
• Improved SQI score from 73 to 96 within 3 months and earned highest branch performance in the Group.
• Developed strong understanding of cost control, branch P&L statement and the requirements of a profitable business.
• Contributed to 10.7% growth of Rapid City downtown branch.

Austin, Texas, United States

• Effectively articulated complex information in Portuguese, English, Spanish and French to local and international customers of all technical levels as the first point of contact for all incoming Support and Billing.
• Resolved user inquiries and escalated trending bugs/issues with thorough documentation as required.
• Identified and analyzed issues, patterns, and trends in technical problems, usability obstacles and product feedback.
• Oversaw, approved, and responded to forum posts to ensure the best possible user experience.
• Collaborated with cross-functional teams in Support and Engineering to provide actionable insights on trending issues and software bugs.
• Met and exceeded team metrics (quality, tNPS, replies and solves per hour, average handle time, total resolution time).

Austin, Texas, United States

• Provided high-quality customer service through timely responses to resolve billing inquiries across five products lines (100+ tickets/day).
• Financial services including payments, chargebacks, fraud prevention, financial risk assessment and prevention.
• Worked as the primary point of contact for prepaid refund requests and Payments in Messenger.
• Monitored and reported suspicious and fraudulent activities.
• Evaluated work quality of 11 contractors per week to increase customer satisfaction.
• Trained incoming contractors and full-time employees on various product workflows and processes.

Austin, Texas, United States

• Facilitated daily instruction of three academic French classes for a total of 94 students.
• Implemented lessons focused on authentic tasks, realistic communication, and cultural analysis.
• Focus on authentic, primary resources to develop vocabulary and internalize structures.
• Designed an eight-block unit plan that adhered to school policies and state standards.
• Responded to parental inquiries through email, face-to-face, and phone communication.

Austin, Texas, United States

• Developed lesson plans for three French classes, levels 2 and 3 pre-Ap that support all learning styles and adhere to TEKS learning objectives.
• Planned thematic projects and hands-on activities to build critical and analytical thinking in a multicultural setting.
• Strengthened students' communication skills in target language by combining hearing and speaking the language with seeing and doing.

Bachelor Of Arts - Ba, Economics

Bachelor Of Arts - Ba, French Language And Literature