Chloe Chinea
Salt Lake City,UT
Summary
Experienced leadership professional with a strong background in customer interactions and service solutions. Skilled in multitasking in fast-paced environments. Highly effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Senior Escalation & Refund Operations Lead
Byte
Lehi, UT
12.2021 - 01.2025
- Managed the end-to-end refund process, ensuring accuracy, compliance, and timely resolutions
- Managed all company refund check requests exclusively, maintaining comprehensive Excel trackers and proactively addressing issues
- Led a dispute resolution initiative, analyzing claims, gathering evidence, and developing resolution strategies
- Collaborated cross-functionally to streamline refund procedures, reducing processing time and improving efficiency
- Served as the primary liaison for internal teams, collaborating cross-functionally to enhance processes and improve customer satisfaction
Senior Escalation Specialist
Byte
11.2020 - 12.2021
- Managed high-priority customer escalations, ensuring timely resolution of complex issues
- Partnered with finance, operations, and legal teams to resolve escalated cases and increase retention rates
- Identified root causes of recurring issues and implemented solutions that reduced escalations
- Provided coaching and feedback to frontline agents, improving their problem-solving effectiveness and increasing first-contact resolution rates
- Developed and led training sessions on refund procedures for new hires, enhancing team proficiency
Customer Experience Specialist
Byte
08.2020 - 12.2020
- Delivered exceptional phone, email, and chat service, handling high-volume inquiries
- Assisted customers with product guidance, troubleshooting, and issue resolution
- Managed escalated concerns, ensuring swift resolutions and improving customer retention rates
- Recognized for outstanding performance and consistently exceeding team goals, leading to a promotion within four months
Customer Service Representative
Discover Financial Services, DFS
West Valley City, UT
07.2019 - 08.2020
- Provided exceptional and personalized service to ensure maximum client satisfaction, boosting ratings from 77% to 89.8% in less than 6 months.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers on current promotions and services, increasing conversion rates and demonstrating excellent verbal communication skills.
Education
High School -
Herriman High School
Herriman, UT05-2020
Skills
- Process Optimization & Streamlining – Proven ability to identify inefficiencies and implement improvements
- Customer Advocacy & Issue Resolution – Expertise in handling escalations, refunds, and dispute resolution
- Financial Operations & Payment Processing – Skilled in managing refunds and working with third-party payment partners
- Leadership & Team Guidance – Experienced in stepping into leadership roles and guiding teams effectively
- CRM & Financial Platforms – Proficient in customer service and financial tracking systems
- Communication & Collaboration – Strong interpersonal skills for cross-functional teamwork and leadership interaction
- Data Analysis & Reporting – Skilled in trend analysis and process optimization based on insights
LEADERSHIP & ACTIVITIES
Interim Team Leadership – Managed teams and ensured workflow continuity in leadership's absence.
Process Improvement – Led initiatives that reduced refund processing time and optimized escalation workflows.
Dispute & Chargeback Resolution – Reviewed, responded to, and defended against payment disputes with payment partners. Refund Check Management – Solely managed the refund check process, ensuring 100% accuracy and timely completion.
Timeline
Senior Escalation & Refund Operations Lead
Byte
12.2021 - 01.2025
Senior Escalation Specialist
Byte
11.2020 - 12.2021
Customer Experience Specialist
Byte
08.2020 - 12.2020
Customer Service Representative
Discover Financial Services, DFS
07.2019 - 08.2020
High School -
Herriman High School