Remote Customer Service Specialist
Resume:
Lia Sorokina
Mountain View, CA *****
****.*.********@*****.*** +1-415-***-****
Languages: English (near-native), Russian (native) Professional Summary
Customer-focused and detail-oriented professional with extensive experience handling high-volume inquiries, resolving client concerns, and maintaining accurate documentation across multiple communication platforms. Adept at providing clear information, scheduling appointments, troubleshooting issues, and ensuring a positive experience for diverse populations. Skilled in record- keeping, administrative coordination, and cross-functional collaboration. Excels in remote work environments through strong organization, responsiveness, and reliable communication. Seeking to contribute exceptional service and professionalism as a Remote Customer Service Representative with Zenith Prep Academy.
Core Competencies
• High-Volume Customer Communication (Phone, Email, Chat, SMS)
• Appointment Scheduling & Follow-Up
• Troubleshooting & Issue Resolution
• Clear Explanation of Programs & Services
• Cross-Functional Coordination
• Active Listening & Empathy
• Multitasking in Fast-Paced Remote Environments
• Conflict Resolution & De-escalation
• Microsoft Office, Google Workspace, Zoom; familiarity with CRM tools Professional Experience
Property Manager
Federal Way Property Management – Mountain View, CA November 2017 – Present
• Serve as primary point of contact for tenants and applicants through phone, email, and messaging platforms; manage high inquiry volume with professionalism and clarity.
• Provide detailed explanations of services, policies, eligibility criteria, and processes, ensuring clients understand next steps and available options.
• Schedule appointments, consultations, inspections, and follow-ups; coordinate logistics with multiple departments and service providers.
• Troubleshoot issues related to applications, payments, account access, and service requests, offering solutions or escalating to appropriate teams when needed.
• Maintain accurate and timely records in digital systems, documenting all interactions, updates, verifications, and case progress.
• Mediate conflicts and resolve challenges by applying active listening, empathy, and problem- solving techniques.
• Participate in ongoing trainings and contribute feedback to improve workflows, communication processes, and client experience.
Volunteer Russian Interpreter
Council on American-Islamic Relations (CAIR) – Santa Clara, CA July 2021 – Present
• Provide certified interpretation for Russian- and Ukrainian-speaking clients, ensuring clear communication during complex legal and service-related processes.
• Assist clients with form completion, document clarification, and procedural guidance, maintaining confidentiality and cultural sensitivity.
• Communicate with empathy and professionalism while supporting individuals navigating stressful or unfamiliar systems.
Education
Bachelor of Science – Computer Science and Engineering University of California, San Diego
Additional Information
Authorized to work in the United States for any employer. Fully equipped and experienced working remotely (quiet workspace, stable internet).
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