Sofia Guzman Winter

Experience

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  The University of Texas at El Paso

  Feb 2008 - Aug 2009

  Dean’s Special Projects Team

  • Spearheaded project to increase alumni participation and strengthen relationships with involved alumni that resulted in increased donations to College of Business Administration• Implemented and managed a databased of College of Business Administration alumni that is currently still used to foster alumni involvement

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  New York Life Insurance Company

  Nov 2010 - Jul 2013

  • Managed over 100 individual and corporate client accounts which included over $30M in insurance policies, $700K in retirement funds, and $300K in other financial instruments• Performed financial analysis on portfolio of over 30 products, including IRA, SEP Plans, and mutual funds, to determine which products were best suited to client needs • Developed and strengthened client relationships through weekly portfolio reviews, conference calls, and site visits• Conducted bi-monthly presentations to senior managing partners providing client development updates, sales & strategy recommendations, and new business opportunities

  • Financial Services Professional

    Aug 2011 - Jul 2013

  • Agent

    Nov 2010 - Aug 2011
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  Verizon Wireless

  Jul 2013 - Jul 2015

  Retail Sales Representative & Solution Specialist

  • Core responsibilities focused on presenting value-added solutions based on analysis of customer needs in order to create a positive consumer experience• Finished fiscal year in top 20% of scorecard for the Southwest US region• Achieved highest accessory revenue per device ($171) in 2014 • Achieved highest home phone solutions sales in a month• Awarded certificate of excellence in 2014 for being Top 5 representative in West Texas district

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  AT&T

  Oct 2015 - Oct 2016

  Retail Sales Consultant

  • Generated higher number of business accounts, total of 19, in the Chula Vista market in 1Q2016• Ranked #1 Consultant in “Customer Service” and “Willingness to Recommend” categories in West Region• Established a sales pipeline by building value and matching customer needs with available products

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  Youtily

  Nov 2016 - Apr 2017

  Customer Success Manager

  • Serviced over 500 retail customers and responded to inbound support requests via email, live chat, phone, and GoToMeeting • Proactively reviewed customer product usage to identify opportunities where we could promote increased product engagement, loyalty, and retention • Created several public knowledge bases, webinar series, outbound communications, and Customer Success operation workflows• Helped define support workflows for several new feature and product line releases• Directly involved in customer acquisition efforts and new customer onboarding• Power user of Salesforce, Desk.com, SnapEngage, Intercom, Hubspot, Jira and Trello Show less

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  Health IQ

  Aug 2017 - May 2021

  • Oversee on a monthly basis of over 1k client insurance applications by acting as a liaison between clients, agents, third party exam vendors, and insurance carriers• Operate Salesforce as a platform to manage daily workload, customer relationships, and necessary components for the new business process by identifying cases that need special handling• Involved in hiring, training and onboarding of new client success members • Received MVP award for the department for top yearly performance Show less

  • Case Manager

    Dec 2018 - May 2021

  • Client Success Manager

    Aug 2017 - Nov 2018
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  Technology & Services Industry Association (TSIA)

  May 2021 - now

  Senior Member Success Manager

  • Manage a portfolio of member accounts, helping them to achieve their business goals and get the most value out of their TSIA membership.• Develop and implement customized member success plans.• Provide technical support and guidance.• Build and maintain strong relationships with members.• Grow portfolio of members by acquiring new accounts and expanding existing accounts