Summary
Overview
Work History
Education
Skills
Timeline
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Daphne Flores

Brooklyn,NY

Summary

Dedicated and bilingual (Spanish/English) professional with a proven track record in delivering exceptional customer service in dynamic environments. Adept at multitasking, detail-oriented, and skilled in both independent and team-based work settings.

Overview

7
7
years of professional experience

Work History

Customer Support Representative

Revel Transit
07.2020 - Current
  • Connected with customers to address questions and resolve issues through phone and email.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Conducted detailed categorization of customer support tickets based on product line and underlying issue, providing valuable written feedback for agent training improvements.
  • Managed revenue audit process by extracting invoices for 62 users and organizing them into appropriate folders for streamlined access.
  • Led a Persona Project involving 2000 clients testing new identity recognition software, meticulously identifying flaws and shortcomings, including invalid ID types and duplicate account creation issues.
  • Analyzed and evaluated customer support interactions resulting in poor reviews, aiming to uncover the primary reasons for dissatisfaction and updating categorizations in a specialized spreadsheet.
  • Compiled a comprehensive list of current Spanish macros for updating, ensuring accurate and effective communication with Spanish-speaking customers.
  • Translated and integrated macros into Zendesk platform for enhanced customer support in Spanish.
  • Developed tailored macros for commonly encountered issues, optimizing support responses.
  • Specialized in re-categorizing tickets and adding pertinent user feedback for product and app enhancement.
  • Investigated and resolved GPS and signaling issues in specific areas to improve user experience and service reliability.

Temporary Administrative Assistant

Katz Realty
06.2019 - 01.2020
  • Implemented an improved record filing system, enhancing document organization and accessibility.
  • Orchestrated lease renewals and issued rent roll notices, ensuring accurate updates in tenant records and computer systems.
  • Proficiently managed tenant payments in IBS and executed remote deposits.
  • Provided effective telephone support, directing calls to the appropriate personnel.

Member Service Representative

Harbor Fitness
08.2016 - 01.2019
  • Welcomed and assisted daily visitors, offering tours and addressing membership inquiries to bolster customer retention.
  • Delivered superior customer service to members, prospective clients, and guests.
  • Managed multi-line phone system, promptly responding to inquiries and transferring calls to the right personnel.
  • Updated and maintained members' account profiles and financial information as required.
  • Ensured cleanliness and organization of the front desk area.
  • Facilitated play activities and enforced rules in the gym's childcare program.

Education

Bachelor of Arts - Communications

Brooklyn College
Brooklyn, NY
06.2023

Skills

  • Verbal and written communication
  • Record filing and organization
  • Customer service and rapport building
  • Multilingual proficiency: Spanish/English

Timeline

Customer Support Representative

Revel Transit
07.2020 - Current

Temporary Administrative Assistant

Katz Realty
06.2019 - 01.2020

Member Service Representative

Harbor Fitness
08.2016 - 01.2019

Bachelor of Arts - Communications

Brooklyn College

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Daphne Flores