Payroll Support Specialist

• Oct 2022 - Present

Customer Experience Specialist

• Jul 2021 - Aug 2022

● Managed a queue of requests through Zendesk and worked independently as well as with the Development team to troubleshoot and solve complex inquiries ● Executed action plans and recommendations for more than 50 client organizations and contributed to the development of best practices, methodologies, and other intellectual capital ● Liaised and collaborated with the Customer Success, Product, and Engineering teams throughout the support process ● Delivered training sessions and coached Superusers from over 15 organizations demonstrating effective use of processing technical tickets Show less

Customer Service Representative

• May 2018 - Feb 2021

● Accomplished 100+ daily calls and assisted clients with their loan application processes, from start to completion including providing information about the products and their terms and conditions ● Performed banking information verification in compliance with company procedures and policies, following security protocols and ensuring the protection of privacy of all parties involved ● Performance metrics such as QA, adherence, and productive time qualified as outstanding 95% of the time ● Accomplished 100+ daily calls and assisted clients with their loan application processes, from start to completion including providing information about the products and their terms and conditions ● Performed banking information verification in compliance with company procedures and policies, following security protocols and ensuring the protection of privacy of all parties involved ● Performance metrics such as QA, adherence, and productive time qualified as outstanding 95% of the time

Bilingual Customer Service Supervisor

• Aug 2017 - Mar 2018

● Coached and provided one-on-one training for 100+ customer service representatives improving their performance and interactions with customers● Strategized with other supervisors and representatives to solve challenging cases maintaining a respectful, customer-centered, and solution-driven approach● Trained representatives in customer interaction workflow, de-escalation, and changes to the policies and procedures of different services and products

Bilingual Customer Service Representative

• Mar 2017 - Aug 2017

● Listened, assessed, and resolved customer inquiries by email, and telephone often handling three chats at the same time● Assisted frustrated customers by remaining calm, being empathetic, and having a problem-solving attitude consistently eliminating the need to escalate problems to a supervisor● Assisted new and returning customers with the placement of orders, refunds, and exchanges of goods and services on the Groupon platform

Bartender

• Sep 2016 - Feb 2017

Took orders, made alcoholic and non-alcoholic drinks upon request. Verified customers' IDs according to government requirements. Restocked bar inventory and supplies. Balanced cash receipts at the end of the shift. Took orders, made alcoholic and non-alcoholic drinks upon request. Verified customers' IDs according to government requirements. Restocked bar inventory and supplies. Balanced cash receipts at the end of the shift.

Video Editor

• Aug 2015 - Feb 2016

Assembled raw footage of different TV shows to digitally cut the files and ensure the logical sequencing and smooth running of the video. Assembled raw footage of different TV shows to digitally cut the files and ensure the logical sequencing and smooth running of the video.