Carol Graser
Pflugerville
Summary
Results-driven professional with an extensive experience in Digital Content Management, Customer Support, and Spanish language expertise. Seeking a challenging role where my skills in content strategy, team leadership, and multilingual support can contribute to organizational success.
Overview
11
11
years of professional experience
Work History
Delivery Driver
DoorDash
01.2024 - Current
- Complete on-time deliveries by choosing best and most efficient routes.
- Manage customer inquiries and complaints in polite and professional manner.
- Read maps, followed oral, and written instructions and use GPS technology to make deliveries.
- Maintain upbeat, positive attitude in busy, customer-focused environment.
Digital Content Strategist
Meta
07.2020 - 01.2024
- Reviewed digital content for quality, relevance, and compliance with guidelines or policies, therefore ensuring bad actors remained off the platform.
- Analyzed data related to user engagement, content performance, and audience behavior.
- Worked closely with content creators, marketing teams, and other stakeholders to align content strategies with business goals.
- Analyzed and reviewed business profiles, escalating and or resolving issues that were reported and flagged by the system.
Spanish Support Specialist
Ebay
03.2017 - 08.2019
- Utilized bilingual proficiency to create and manage the Spanish Support dept, catering to the needs of the Spanish-speaking customers on eBay.
- Developed support protocols, standard operating procedures, and training materials for every newly hired agent.
- Became quite proficient in a wide range of eBay’s line of business which included: Trust and Safety, Concierge, Billing, Buy/Sell, Disputes, Chargebacks, and Payments.
- SME for an entire team of agents.
Customer Support Specialist
VRBO
02.2015 - 10.2016
- Handled support for homeowners, which included: Onboarding, Account Takeovers, Credit Card fraud, and Troubleshooting assistance with their home listings.
- Pioneered a Global Spanish Support Chat line which significantly improved service levels within the company at a Global level.
Education
Bachelor's Degree - Psychology
University of the Sacred Heart
San Juan, P.R.Skills
- Social Media Analysis
- Data Analysis
- Client Support
- Fraud Detection
- Fluent in Spanish
- Customer relationship management
- Onboarding processes
- Multi-channel support
- Problem solving
- Attention to detail
- Effective communication
- Team collaboration
- Time management
- Adaptability
- De-escalation techniques
Languages
- Spanish
- English
Timeline
Delivery Driver
DoorDash
01.2024 - Current
Digital Content Strategist
Meta
07.2020 - 01.2024
Spanish Support Specialist
Ebay
03.2017 - 08.2019
Customer Support Specialist
VRBO
02.2015 - 10.2016
Bachelor's Degree - Psychology
University of the Sacred Heart