Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Hi, I’m
Sopheyah Darville
Lake City
Summary
Overview
9
years of professional experience
1
Certification
Work History
Golden Aya Corp
Customer Service Representative
06.2020 - 08.2024
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Assurance
Insurance Consultant
09.2020 - 03.2023
Job overview
- Educated clients on insurance policies and procedures.
- Monitored customer feedback and identified areas of improvement.
- Analyzed customer needs to provide customized insurance solutions.
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
- Developed comprehensive risk management strategies for clients, resulting in reduced insurance costs and greater coverage protection.
- Improved operational efficiency within the agency by streamlining workflows, automating tasks, and leveraging technology where appropriate.
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
United Healthcare
Medicare Enrollment Specialist
01.2018 - 06.2020
Job overview
- Maintained strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies.
- Managed a high volume of applications while maintaining attention to detail and adhering to tight deadlines.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Contributed to an inclusive team environment by actively participating in meetings and offering valuable insights based on personal experience within the role.
- Supported team members in achieving departmental goals by sharing knowledge and expertise on best practices for Medicare enrollment processes.
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
Alorica / AT&T
Customer Service Representative
04.2015 - 12.2018
Job overview
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Florida Technical CollegeFlorida
Bachelor of Science from Allied Health Management
07-2027
University Overview
- 3.8 GPA
Health Insurance LicenseOnline
No Degree from Health,Life,and Annuities
07-2018
University Overview
- M&R Telesales Certificate
- Work with clients over age 65
- Inbound calls and appointment setting for in home meetings.
- Specialized in Medicare advantage and prescription drug plans.
Penn Foster High SchoolPennsylvania
High School Diploma
11-2015
University Overview
- Degree Awarded with [Honors]
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Computer proficiency
- Payment processing
- Professional telephone demeanor
- Bilingual/Spanish
- Scheduling
- Building rapport
Accomplishments
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- OSHA Certified
- Health Insurance License 2-40
- M&R Telesales
Languages
English
Native language
Spanish
Proficient
C2
Timeline
Insurance Consultant
Assurance
09.2020 - 03.2023
Customer Service Representative
Golden Aya Corp
06.2020 - 08.2024
Medicare Enrollment Specialist
United Healthcare
01.2018 - 06.2020
Customer Service Representative
Alorica / AT&T
04.2015 - 12.2018
Florida Technical College
Bachelor of Science from Allied Health Management
Health Insurance License
No Degree from Health,Life,and Annuities
Penn Foster High School
High School Diploma
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