Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Daisy Mendoza

North Las Vegas

Summary

Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Overview

8
8
years of professional experience

Work History

Customer Service Advocate Administrator

American Fidelity
12.2022 - Current
  • Analyze patterns and trends in fraud activities to identify vulnerabilities for necessary prevention measures in daily operations
  • Conduct thorough investigations into fraud cases and document findings
  • Strategize to provide actionable recommendations to improve security processes and the Customer security experience
  • Maintain flexible mindset in workload and work hours to ensure departmental success
  • Resolve complex cases with appropriate sense of urgency
  • Monitor calls and offer coaching opportunities to leadership to strengthen customer facing colleagues
  • Support nesting in Benefits, Disability, Annuity and Section 125 plans by providing one on one interactions and assisting Customers when needed

Customer Service Advocate

American Fidelity
05.2022 - 12.2022
  • Ensure Multi-Channel and Omni-Channel Customer communications are addressed and responded to consistently in a timely manner.
  • Support customers with self-service platforms, claim handling, of supplemental or medical claims when appropriate, adjudication of Section 125 products while remaining compliant with IRS regulations.
  • Maintain call flow certification, with a sustained high level of call flow accuracy, while, proactively switching between multiple phone queues or emails to best meet company standards
  • Handling escalated situations at the earliest possible level of intervention by researching and collaborating with Colleagues, Leadership, and Account Managers
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining efficiency.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate..
  • Developed and maintained up-to-date comprehensive knowledge of company products and services to provide accurate information to customers.
  • Increased customer retention by offering personalized solutions and building rapport through empathetic listening
  • Proper follow up with customers following case resolution to maintain organizations reputation of A Different Opinion.

Lead Concierge Attendant

Mandalay Bay Hotel and Casino
01.2017 - 01.2021
  • Effectively assisted guests in reserving dinner, transportation, and attractions throughout their stay
  • Promoted hotel outlets and amenities by educating guests on restaurants, shows, and outlets such as spa, retail, and pools.
  • Coordinated and issued guest itineraries, prior to arrival, via phone, fax and email
  • Maintained up-to-date knowledge of all restaurants, spa and entertainment around the city.
  • Participated in ongoing training programs designed to improve hospitality skills and maintain up-to-date knowledge of industry trends and best practices.
  • Coordinated special requests such as surprise celebrations or unique accommodations for guests celebrating milestones or special occasions during their stay.
  • Enhanced guest satisfaction by providing personalized concierge services and addressing individual needs.
  • Evaluated guest feedback to identify opportunities for improvement, implementing necessary changes to enhance service quality and overall satisfaction levels.
  • Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Handled cash transactions accurately, ensuring proper documentation for financial records.

Education

Esthetician Certificate -

Academy of Hair Design
Las Vegas, Nevada
11.2020

Honors Diploma -

Las Vegas High School
Las Vegas, Nevada
06.2014

Skills

  • Use of Multiple Phone Lines
  • Telephone and email etiquette
  • Beginner Excel Skills
  • Call center experience
  • Data entry
  • Administrative support
  • Complaint handling
  • Fraud prevention
  • Fraud detection
  • Dispute resolution
  • Transaction monitoring
  • Anti-fraud systems
  • AML compliance

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Customer Service Advocate Administrator

American Fidelity
12.2022 - Current

Customer Service Advocate

American Fidelity
05.2022 - 12.2022

Lead Concierge Attendant

Mandalay Bay Hotel and Casino
01.2017 - 01.2021

Honors Diploma -

Las Vegas High School

Esthetician Certificate -

Academy of Hair Design
Daisy Mendoza