Cynthia Flores
Los Angeles ,CA
Summary
With over 17 years of experience in customer support. I've consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear concise information. I excel in adapting to various communication styles and maintaining a professional, empathetic demeanor. I have strong attention to detail and superior work ethic. I work well with others and value their presence and contributions. Proficient in supporting customer service teams by addressing escalated issues, assisting with troubleshooting and training and mentoring.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Customer Support Specialist
Viking River Cruises
08.2013 - 06.2024
- Expert resource on all topics in Reservation Center, including Policies and Procedures, airline reservations, cruise itineraries, travel documents, payments.
- Provide support as needed to all staff from various departments and upper management.
- Manage a team of 45 sales agents
- Track conversion rates per agent to ensure sales are meeting department goals
- Receive escalated calls from Travel agents/consumers and viking sales and service agents. Negotiate payment terms and extensions, resolve escalated issues.
- Provide exceptional service when answering and resolving service inquires through inbound/outbound calls/emails and mail sent to our corporate office
- Critical thinking to break down problems, evaluate solutions and make decisions while training staff.
- Learn and adapt quickly to new technology and software applications, and stay current.
- Excellent attention to detail while completing assignments.
- Organized and detail-oriented with strong work ethic.
- Demonstrates commitment to quality, sales and customer experience and retention.
- Quality check calls/ bookings and assist supervisor with additional training.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Works effectively in fast-paced environments.
Technical Support Specialist
Proctor & Gamble
04.2009 - 01.2012
- 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 within the (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.
Web Builder
S.M.C EMerchant Club
01.2006 - 12.2008
- 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
08.2002 - 01.2005
- 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 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 - Cosmetology
West Valley Occupational Center
Woodland Hills, CA04.2008
High School Diploma -
Jay County High School
Portland, IN06.2002
Skills
- Customer Support Expertise
- Training, Mentoring and Coaching
- Client Relationship Building
- Direct Sales
- Mathematical Skills
- International Sales Support
- Currency and Exchange Rate Knowledge
- Team Member Collaboration
- Public Speaking
- Quality Assurance
- Analytical Thinking
- Qualitative Analysis-KPI
- Social Media Management
- Adaptability
- Multitasking
- Organization
- Software: Salesforce, Zendesk, Epicor, Paxpoint and Evolution, Sharepoint, Viking Knowledge, Teams, Genesys Cloud - Tempo, Avaya, CRM
- Escalation Management
- Customer Relations
- Live Chat Support
- Call Center Management
- Issue Resolution
- Staff Monitoring
- Adaptability and Flexibility
- Performance Tracking and Evaluation
- Switchboard Management
- Emergency Response
Certification
- Licensed Cosmetologist- 2006- Present
References
Available upon request
Timeline
Lead Customer Support Specialist
Viking River Cruises
08.2013 - 06.2024
Technical Support Specialist
Proctor & Gamble
04.2009 - 01.2012
Web Builder
S.M.C EMerchant Club
01.2006 - 12.2008
Production Technician
On Demand Manufacturing a BOEING Subsidiary
08.2002 - 01.2005
California License of Barbering And Cosmetology - Cosmetology
West Valley Occupational Center
High School Diploma -
Jay County High School
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