Cynthia Flores
Chatsworth,CA
Summary
With over 20 years of excellent customer service experience, handled thousands of calls and escalations and customer issues. Have a vast knowledge of managing associates in a team setting. Personable customer support lead with extensive experience in a fast-paced environment. Expert in overseas travel and cruise vacation packages. Sales-oriented travel expert with excellent administrative skills and experience working with well-known luxury cruise line agencies. Proven expertise in customer service, including resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Customer Support Specialist
Viking River Cruises
2013.08 - Current
- Provides real time and offline support as needed to staff and management.
- Average of handling 80 calls daily from all departments.
- Subject matter expert resource on all topics in Reservation Center, including Policies and Procedures, which can include assistance with airline recommendation, cruise itineraries related to travel documents, payments.
- Answer and resolve escalated issues through inbound/outbound calls and emails.
- Critical thinking to break down problems, evaluate solutions and make decisions while training staff.
- Learn and adapt quickly to new technology and software applications.
- Excellent attention to detail while completing assignments.
- Organized and detail-oriented with strong work ethic.
- Demonstrates commitment to quality, sales and customer experience.
- Quality check calls/ bookings and assist supervisor with team as needed.
- Passionate about learning and committed to continual improvement.
Travel Agent Sales Consultant
Viking
2015.01 - 2015.08
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Work well in team setting, providing support and guidance to as many as 35 agents on my team.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proved successful working within tight deadlines in fast-paced environments.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Increased overall revenue 70% from inbound sales through effective salesmanship and great negotiation skills.
Customer Service Representative
Viking
2013.08 - 2015.08
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
Customer Service & Test Operation
Technicolor-M-Go
2012.02 - 2013.08
- Handle inbound service calls regarding content questions, account, trouble shooting, billing.
- Translates technological jargon - Report streaming issues & bugs.
- Test Service on various devices: IPAD, Android, Laptop, Tablets.
- Kept detailed records of daily activities through online customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Recorded accurate and efficient records in customer database.
- Streamlined customer service processes for increased efficiency and improved response times.
Technical Support Specialist
Proctor & Gamble
2009.04 - 2012.01
- Provide technical guidance to licensed Hair Stylists regarding: Color Formulas, Product
- Trained and certified on professional hair products e.g. Wella, Sebastian, and Nioxin.
- Sell product to ensure department goals.
- Generate new accounts with salons (U.S)
- Manage orders & returns via live chat, emails, FedEx, UPS
- Generate reports on product complaints, returns escalations that lead to lawsuits.
- Generated reports to track performance and analyze trends.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and identified solutions to technical problems.
Customer Service Representative
Anthem Blue Cross
2008.06 - 2009.01
- Generate new accounts, Quote medical plans HMO/PPO
- Handle inbound calls from customers & brokers regarding: salary, billing, adjusting and selling new plans.
- Assist customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Web Builder
S.M.C EMerchant Club
2006.01 - 2008.12
- Build & Design Websites according to customer requests
- Data Entry, Sales & HTML coding.
- Collaborated with in-house web designers to create sleek and innovative UI design.
- Provided ongoing support for clients'' websites, addressing technical issues promptly to minimize downtime.
- Developed user-oriented visuals and features using front-end languages to increase site traffic.
- Performed unit testing of web applications and troubleshot issues.
- Engaged with clients to plan and optimize site issues and queries.
- Employed coding practices based on commonly accepted standards to establish site layout and user interface.
- Ran debugging tools to eliminate flaws and glitches prior to publishing.
- Determined coding requirements for specialized scripts.
Production Technician
On Demand Manufacturing a BOEING Subsidiary
2002.08 - 2005.01
- Assistant to Lead Technician / Manage MSDS
- Shipping & Receiving
- Test Material, Manage log Boeing F/A-18E/F Super Hornet / Military Aircraft
- Execute tests according to test plans.
- Generated, submitted and presented reports to enhance [Area of expertise] quality standards.
- Reviewed blueprints and job specifications to plan completion and estimate project costs.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
- Promptly documented and reported all defective equipment and hazardous conditions.
- Adjusted machines to increase productivity for runs.
- Managed quality assurance initiatives.
- Made sure that products were produced on time and are of good quality.
Education
California License of Barbering And Cosmetology - Barbering And Cosmetology
West Valley Occupational Center
Woodland Hills, CA04.2008
High School Diploma -
Jay County High School
Portland, IN06.2002
Skills
- Detail Oriented
- Self-Starter
- Organized
- Interpersonal Skills
- Strong Leadership Abilities
- Conflict resolution
- Analytical Skills
- Strategic Thinking
- Operations and time management skills
- Flexibility and adaptability
- Business Acumen
- Consistent energetic performer
- Quality Assurance
- Administrative Experience
- Zendesk
- Cancellation Policies
- International and Domestic Travel
- Customer Service
- Cross-selling strategies
- Loyalty Programs
- Active Listening
- Critical Thinking
- Strong negotiation
- Client Records
- Contract Negotiation
- Remote Office Availability
- Multitasking Abilities
- Clerical Support
- Excellent Communication
- Written Communication
- Dependable and Responsible
- Salesforce Software Proficiency
- Epicor Software Proficiency
- Paxpoint Software Proficiency
- Evolution
- Able to work with a fast paced team or independently
- Marketing knowledge
- Relationship Building
- Client Retention Strategies
- Travel Planning
- Ethical
- Team Member Collaboration
- Information Systems CRM
- Staff Development & Training
- Microsoft: Word, Excel, Power Point & Access
- Graphic Design
- Executive Travel
- Social Media
- Travel Arrangements
Certification
- Barbering and Cosmetoogy License - 16 years
Timeline
Travel Agent Sales Consultant
Viking
2015.01 - 2015.08
Customer Service Representative
Viking
2013.08 - 2015.08
Lead Customer Support Specialist
Viking River Cruises
2013.08 - Current
Customer Service & Test Operation
Technicolor-M-Go
2012.02 - 2013.08
Technical Support Specialist
Proctor & Gamble
2009.04 - 2012.01
Customer Service Representative
Anthem Blue Cross
2008.06 - 2009.01
Web Builder
S.M.C EMerchant Club
2006.01 - 2008.12
Production Technician
On Demand Manufacturing a BOEING Subsidiary
2002.08 - 2005.01
California License of Barbering And Cosmetology - Barbering And Cosmetology
West Valley Occupational Center
High School Diploma -
Jay County High School
- Barbering and Cosmetoogy License - 16 years
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