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, Nevada11.2020
Honors Diploma -
Las Vegas High School
Las Vegas, Nevada06.2014
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
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