Sofia - Customer Service Agent at ICS 24-7 Intouch Guatemala

Expertise in handling calls, chats, and emails, delivering exceptional support and solutions to diverse clients.

Skilled in managing large portfolios, conducting reconciliations, and resolving payment issues to sustain client satisfaction.

Experienced in drafting, reviewing, and managing contractual agreements with legal and client stakeholders.

Proficient in analyzing delivery and invoice data to identify discrepancies and ensure accuracy in reporting.

Specialized in translating legal documents and ensuring compliance with legal standards in translation processes.

Provided customer service for international companies such as Rue 21, Instacart, and Walmart.. Handled calls, chats, and emails from employees and customers, ensuring high-quality service.. Experienced in administrative tasks and payment processing.

Provided quick and effective solutions to issues related to distribution, quantities, and financial balances.. Served exclusive clients with purchases over $3,000.. Promoted to Supervisor and Quality Analyst, overseeing a team of more than 30 agents.

Managed a portfolio of more than 300 accounts, conducting monthly reconciliations.. Prepared reports to calculate outstanding debts and monitored accounts with payment issues.. Maintained close client relationships through regular sessions to resolve account-related problems.

Analyzed gasoline delivery quantities using terminal reports and manually created invoices for the U.S. Army Aviation Department.. Corrected invoice errors based on client feedback during weekly sessions.

Client communication, negotiations, product selection, drafting contracts based on Microsoft’s legal clauses.. Validation and managing signatures from both internal legal departments and clients.. Handled post-contract resolutions, such as product issues or system errors in clause execution.