Summary
Overview
Work History
Education
Skills
LANGUAGES
painting
Timeline
Generic
SOFIA ALEJANDRA MENDOZA PADILLA

SOFIA ALEJANDRA MENDOZA PADILLA

Tegucigalpa

Summary

Customer Success & Call Center Manager with expertise in training, coaching, and leading teams to exceed service KPIs. Experienced in handling complex customer issues across finance, healthcare, insurance, and retail while building long-term client trust. Skilled in process improvement, performance management, and turning customer feedback into actionable business insights.

Overview

10
10
years of professional experience

Work History

Assistant Manager

Health Innovations / Magic Octopus Productions
06.2025 - 09.2025
  • Supported the planning and execution of music and cultural festivals, handling outreach, scheduling, and logistics to secure festival bookings.
  • Created and managed the official website, ensuring up-to-date event information, promotional materials, and ticketing details.
  • Coordinated press and media coverage by drafting press releases, liaising with journalists, and securing interviews/features.
  • Assisted with artist and vendor communications to ensure smooth participation in festivals and events.
  • Contributed to marketing campaigns, including social media content and promotional strategies, to increase visibility and attendance.

Coding Consultant

Eleos Clinic Dia Health
02.2022 - 11.2023
  • Handled prior authorizations for both medical procedures and medications, working directly with insurance providers to secure timely approvals.
  • Collaborated with nurses and physicians to collect necessary clinical documentation for insurance submission.
  • Assisted patients by explaining the authorization process, medication coverage, and next steps in a clear and supportive manner.
  • Reduced patient delays by proactively tracking authorization status and resolving issues with insurers.
  • Ensured full compliance with HIPAA and healthcare regulations while maintaining patient confidentiality.

Head PR
06.2009
  • Establish and take care of the protocol for the public activities of the company, Direct and coordinate the activities of the personnel in charge of the public relations of the company, Design the work schedules in order

Lead creation

Castañeda & Castañeda Broker Business Intelligence
11.2018 - Current
  • Created and maintained databases of client information to streamline broker operations and improve follow-up efficiency.
  • Sold insurance policies (health, life, and/or other coverage) by guiding clients through options and matching them with appropriate plans.
  • Assisted brokers with administrative support, including document preparation, policy updates, and client communications.
  • Built strong client relationships by providing clear explanations of coverage, benefits, and requirements.
  • Contributed to achieving sales goals through proactive outreach and customer education.

Customer Success

CuraDebt
02.2025 - 04.2025
  • Assisted clients enrolled in debt relief programs by processing payment changes, account updates, and plan adjustments with accuracy and confidentiality.
  • Guided frustrated or anxious customers through the debt management process, providing clear explanations to reduce confusion and rebuild trust.
  • De-escalated challenging situations with empathy and professionalism, turning negative experiences into constructive solutions.
  • Educated clients on program timelines, expectations, and financial steps, ensuring realistic understanding and commitment.
  • Collaborated with internal teams to resolve escalations and ensure compliance with company policies and financial regulations.
  • Self-motivated, with a strong sense of personal responsibility.

Customer service NOC

CES
02.2024 - 05.2024
  • Provided technical support for cinema equipment, including movie projectors, sound systems, and servers.
  • Diagnosed and repaired hardware and software issues to minimize downtime and ensure seamless movie screenings.
  • Performed preventive maintenance on audiovisual equipment to extend lifespan and reduce malfunctions.
  • Assisted with equipment setup, calibration, and testing for optimal performance.
  • Documented technical issues and resolutions to improve troubleshooting efficiency and knowledge sharing.
  • Worked effectively in fast-paced environments.

Cinema Support technican NOC

Soluciones Integra
05.2019 - 03.2020

Walmart pick up and delivery support/CSR

Startek Inc
08.2020 - 01.2020
  • Delivered high-quality customer support via phone, chat, and email for Walmart Pickup & Delivery services, resolving inquiries related to orders, substitutions, refunds, and delivery issues.
  • Trained and mentored new team members on customer service best practices, company policies, and system navigation, helping them achieve higher QA (Quality Assurance) and customer satisfaction scores.
  • Provided regular performance feedback and actionable guidance to peers, resulting in improved call handling, empathy, and resolution efficiency.
  • Consistently exceeded performance metrics including customer satisfaction, resolution time, and first-contact resolution.
  • Recognized for strong communication skills, patience under pressure, and ability to turn challenging interactions into positive customer experiences.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.

Customer Account Manager

Office Core Colombia
07.2015 - 05.2016
  • Database creation, Business profitability measurement, Billing / Portfolio, Market segmentation, Customer service, Sales, Training.

Education

Bachelor of Science - Economics

Universidad De La Salle
01-2014

Skills

Team Leadership & Training

  • Coaching and mentoring staff to improve performance
  • Call quality monitoring and feedback delivery
  • Performance management (KPIs, scorecards, QA audits)
  • Hiring, onboarding, and staff development
  • Motivating teams to exceed service and sales targets

Operational Excellence

  • Workforce scheduling & shift planning
  • Call center reporting & analytics (AHT, FCR, SLA compliance)
  • Process improvement & SOP development
  • Knowledge base creation and maintenance
  • Cross-functional collaboration (support, sales, product)

Technical & Tools

  • CRM software (Salesforce, HubSpot, Zendesk, Freshdesk, etc)
  • Call center systems (Five9, Genesys, Avaya, RingCentral, etc)
  • Ticketing systems & escalation management
  • Microsoft Office & Google Workspace (reports, dashboards)
  • Data analysis for performance trends

Sales & Business Support

  • Upselling and cross-selling strategies
  • Handling billing, payments, and policy changes
  • Negotiation and persuasion skills
  • Understanding of insurance/healthcare/financial services (based on your background)

LANGUAGES

ENGLISH: Spoken - Advanced, Written - Advanced
FRENCH: Spoken - Advanced, Written - Advanced
SPANISH: Spoken - Mother language, Written - Mother language
PORTUGUESE: Spoken - Intermediate, Written - Basic

painting

In addition to my professional background, I practice acrylic painting as a hobby. Painting has taught me discipline, focus, and the value of experimenting with new approaches — qualities I also bring to my work in customer success and leadership.

Timeline

Assistant Manager

Health Innovations / Magic Octopus Productions
06.2025 - 09.2025

Customer Success

CuraDebt
02.2025 - 04.2025

Customer service NOC

CES
02.2024 - 05.2024

Coding Consultant

Eleos Clinic Dia Health
02.2022 - 11.2023

Walmart pick up and delivery support/CSR

Startek Inc
08.2020 - 01.2020

Cinema Support technican NOC

Soluciones Integra
05.2019 - 03.2020

Lead creation

Castañeda & Castañeda Broker Business Intelligence
11.2018 - Current

Customer Account Manager

Office Core Colombia
07.2015 - 05.2016

Head PR
06.2009

Bachelor of Science - Economics

Universidad De La Salle

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SOFIA ALEJANDRA MENDOZA PADILLA