Cynthia Flores

Directed diagnosis and resolution of multi-platform connection setups to maintain stable network configurations and hardware integrity. Acted as subject matter expert for Starlink service, overseeing troubleshooting of dish setups and account management. Leveraged CRM tools to enhance ticket management, streamline escalation processes, and secure a 95%+ first-contact resolution rate.

• Process purchase orders from vendors and consumers.
• Manage service department live chat / promotional text.
• Served as a primary point of contact for new and existing clients, addressing inquiries, providing updates. on their vehicle status, and ensuring overall satisfaction with services rendered.
• Communication with all service activities on the service drive, facilitating smooth communication between clients and advisors/sales agents/porters.
• Resolved customer complaints and issues to drive satisfaction and loyalty. Answered incoming calls, directing clients to individuals addressing specific needs.
• Oversaw the scheduling and dispatching of service appointments, maximizing efficiency and minimizing delays in service delivery. Manage customer tasks to ensure service advisors are responding promptly to clients at a timely manner.
• Delegated tasks to administrative support staff to organize and improve office efficiency. Worked flexible schedule and extra shifts to meet business needs.

• Served as a subject matter expert on reservation center operations, including policies and procedures, airline reservations, cruise itineraries, travel documentation, and payment processing.
• Provided operational support to staff across multiple departments and upper management teams.
• Managed and coached a team of 45 sales agents, promoting accountability, performance improvement, and customer service excellence.
• Monitored agent conversion rates and sales performance to ensure departmental goals and revenue targets were achieved.
• Handled escalated calls from travel agents, consumers, and sales/service representatives, resolving complex customer concerns and negotiating payment arrangements and extensions.
• Delivered exceptional customer service through inbound/outbound calls, email correspondence, and written communication sent to the corporate office.
• Applied critical-thinking and problem-solving skills to evaluate issues, implement effective solutions, and support employee training initiatives.
• Quickly adapted to new technologies and software applications while maintaining up-to-date operational knowledge.
• Maintained a high level of accuracy and attention to detail when managing reservations, payments, and customer accounts.
• Demonstrated strong organizational skills, professionalism, and commitment to quality, customer satisfaction, retention, and sales performance.
• Conducted quality assurance reviews of calls and bookings and partnered with supervisors to support ongoing employee training and development.
• Worked effectively both independently and collaboratively in fast-paced, high-volume environments.

• Provide Tier 1 technical guidance to licensed Hair Stylists regarding: Color Formulas, Product
• Trained and certified on professional hair products e.g. Wella, Sebastian, and Nioxin.
• Sell products to meet departmental sales targets.
• Generated new salon accounts in the U.S. and managed orders, returns, and product-related reports.
• 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.

• 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.
• Ran debugging tools to eliminate flaws and glitches prior to publishing.

• 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.