Sophie Modi

I'm a highly motivated and driven individual, who works well alone or as part of a team. I possess excellent time management and I am used to working in a fast-past ever-changing environment. Enthusiastic, with excellent organisational, interpersonal, and communication skills.

Wide knowledge and experience of customer service and treating the customer fairly. Analytical and pragmatic, with the ability to interpret and present data. Following a recent redundancy, I am excited to pursue new opportunities where I can utilise my language skills.

As a native French speaker with fluent English, I am particularly interested in roles involving international communication, customer engagement, or multilingual environment.

Customer Service Specialist Bilingual French/English at Actegy limited (2024-03 – Present)

• Act as the primary contact for all customer interactions (via phone, email, webchat, social media, and online reviews).
• Manage inbound sales inquiries by converting calls into sales, providing product recommendations, creating orders, and processing payments.
• Support customers with product knowledge to maximise their satisfaction and usage, helping to reduce returns.
• Receive training to gain a thorough understanding of the technology and functionalities of the products to efficiently troubleshoot and resolve customer issues, and support users in getting the best results with their purchase.
• Become a product specialist to deliver an excellent customer experience, offering expert technical support and effective troubleshooting.
• Identify, log, and escalate issues where necessary to drive continuous improvement.
• Involved in cross-functional projects to improve the aftersales customer journey (webchat, online self-help desk, product repair, etc).
• Support the creation and improvement of Standard Operating Procedures with a focus on the customer's experience.
• Share customer feedback with internal teams to refine products and services.
• Participate in cross-functional meetings to ensure alignment and issue resolution.

Customer Engagement at Shelby Finance limited (2019-09 – 2024-03)

• Daily complaint logging, providing an appropriate first response, investigation, and resolution, and FPOC were ever possible.
• Customer communication and account maintenance - helping customers via email, I'm a trusted email champion sending freehand emails to the customers, investigating their accounts, and supplying solutions for our customers. updating address, email, mobile phone numbers, adding new bank details and card details, taking payments.
• Providing financial support, good customer journey, and signposting to customers- investigating the root cause of why a customer has fallen into arrears and finding the most affordable option as part of an assessment to treat customers fairly and if unaffordable signpost customer to Pay Plan and always treating the customer fairly.
• Dealing with a vulnerable customer as part of my Financial Solutions role -assessing the customer's situation, investigating the options, and signposting a range of support options from income maximization debt support, mental health, and addiction charities. Dealing with sensitive data and situations.

Customer Service at Shelby Finance limited (2017-03 – 2019-09)

• Daily complaint logging, providing an appropriate first response, investigation, and resolution, and FPOC were ever possible.
• To deal with customer call queries, complaints, financial services, and regulations. Fraud investigation and interpretation.
• Administration and updating customer detailing, vulnerable customers, hardship, and PTP.
• Verifying customer details and requesting supporting documents, validating bank statements and pay slips.

Senior Officer, Indian Services at VFS Global (2015-12 – 2016-12)

• Processing application and data entry.
• Supervising staff.
• Handling customer queries in person, by email and over the phone.
• Resolving customer cases by liaising with colleagues from the Indian Embassy.
• Capability of resolving issues with applicants.
• Preparing reports.
• Handling back-office work.

Senior Officer, Canadian Visa Application Centre at VFS Global (2013-05 – 2015-10)

• Processing application and data entry.
• Giving training to new member of staff.
• Handling customer queries in person, by email and over the phone.
• Preparing reports.
• Capability of resolving issues with applicants.
• Resolving customer cases by liaising with colleagues from the Canadian Embassy.

Visa Officer, Indian Visa Application Centre at VFS Global (2008-01 – 2013-10)

• Processing application and data entry.
• Fees collection and cash handling.
• Handling customer queries in person, by email and over the phone.
• Withdrawal of passports.
• Dealing with visa agencies.
• Handling postal applications.
• Handover of passports to the High Commission and/ or its Consulate.

BTS Ventes & Productions Touristiques in Tourism – ENC Bessieres, Paris, France (2006-06)

Baccalaureat STT Action & Communication Commerciales – Olympes De Gouges, Noisy Le Sec, France (2003-06)