Sonny Farinas

626-***-**** - **** S Granada Avenue, Alhambra CA 91801 - ad3yeg@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Career Profile

I bring over ten years of customer relations experience across diverse industries such as government benefits, telecommunications, software, and textiles. My background encompasses call center operations, proficiency with various customer relationship management programs, and extensive remote work experience. I excel in environments that foster collaboration with supporting departments to deliver comprehensive customer service solutions.

Career Profile

Help create customer service process for textile company

Serviced an average 1000 Oregonians applying for state benefits in one month period

Received CEO Award for Outstanding Customer Service for 2 years

PROFESSIONAL EXPERIENCE

Total Med LLC - Remote

Customer Service/ Eligibility Representative

February 2023 - Present

• Provided support to eligible individuals accessing services through the Oregon Department of Human Services.

• Managed inbound calls, addressing inquiries on program renewals, eligibility criteria, cancellations, reactivations, and general program-related questions.

• Received comprehensive training on adhering to HIPAA compliance protocols, ensuring the confidentiality of sensitive information.

• Handled escalated and contentious calls within a call center environment.

• Managed inquiries related to food, medical, long-term care, child care, and cash programs for the state of Oregon.

• Assisted with application and scheduling processes for state benefits.

Dotted Line Manufacturing LLC - Remote

Senior Customer Care Representative - Apparel Manufacturing

May 2019 – February 2023

•Organize, plan, and execute daily routines to enhance customer experiences.

•Address inbound inquiries regarding product details, pricing, quotes, shipping arrangements, order status, samples, and logistics.

• Onboard new customers, providing education on product creation, color matching, sizing, shipping details, art/design requirements, pricing negotiations, and scheduling processes.

• Communicate with customers professionally and empathetically.

• Negotiate pricing, shipping, and other details with printing and sewing factories.

• Serve as a liaison between factories, logistics/shipping companies, and customers.

• Maintain CRM records of all customer interactions, including orders, pipeline, due dates, factory issues, shipping issues, complaints, resolutions, new leads, and opportunity updates.

• Generate weekly, monthly, and quarterly customer reports for the CEO, detailing revenue, product orders, trends, buying cycles, and forecasts.

• Manage customer issues across various communication channels from initiation to resolution.

• Contribute to team objectives by collecting customer satisfaction surveys and encouraging reviews on third-party platforms.

• Monitor and ensure the quality of all Customer Success department activities.

• Conduct weekly feedback meetings with the COO, Accounting, Factory Manager, and fulfillment team to uphold service quality and identify procedural improvements.

• Provide data analysis to offer insights into the customer experience and influence departmental and cross-functional decisions.

• Take ownership of key customer quality KPIs and implement initiatives to enhance them continuously.

• Manage over 30 inbound and 40 outbound calls, emails, and text messages daily.

Accomplishment – Successfully serviced and processed over 5 million mask and neck gaiters during the pandemic. Servicing over 400+ customers over a period of 3.5 years while maintaining a 5 star rating (rated by 3rd party)

Belkasoft USA - Remote

Customer Service/Inside Sales – Computer Forensic Software (SAAS)

(Law Enforcement Local, State and Local, DOD, and Enterprise)

February 2016 – May 2019

• Assist the sales and technical support departments in enhancing customer satisfaction, focusing on retention and overall satisfaction.

• Identify customer issues through phone, email, and text, collaborating with tech support, accounting, and the development team to resolve technical, billing, and software-related concerns.

• Lead customer software assessments and gather feedback on satisfaction.

• Address technical support tickets via email, chat, screen shares (live troubleshooting), and phone.

• Provide timely and accurate customer feedback.

• Serve as a liaison between engineering, customer success, and sales to address technical issues impacting customers.

• Troubleshoot incoming issues, determining severity and escalating as necessary.

• Monitor inbound volume, hand-offs, and escalations, optimizing workflows and leveraging technology for customer self-service.

• Conduct 25 to 35 daily customer service/inside sales calls, including outbound calls for customer satisfaction and up selling opportunities.

Accomplishment –help Company attain 96% retention rate during my tenure with the company.

EDUCATION

Colorado State University Global

Human Resource - Bachelor of Science - 2025

California State University LA

Biology - Bachelor Science - 1990 to 1995

TECHNICAL

Applications- Excel, Word, Access, and PowerPoint

Corporate- Salesforce, Cooper, Zoom, Slack, Wire, Skype, and Google Meet

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