Daniela Mierez
Las Vegas
Summary
Dynamic Customer Support Lead at Order.co with a proven track record in enhancing team performance and customer satisfaction. Expert in training program development and strategic planning, leveraging strong organizational skills and problem-solving abilities to drive efficiency. Adept at using Zendesk to streamline support processes and ensure exceptional service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Lead
Order.co
New York City
09.2021 - 01.2025
- Supervised, coached, and mentored a team of customer support specialists, leading to a significant increase in customer satisfaction
- Developed and implemented training programs, showcasing best practices and enhancing team performance
- Conducted regular team meetings to communicate updates, goals, and feedback, fostering a collaborative environment
- Ensured prompt and effective handling of customer inquiries, maintaining high service level agreements (SLAs)
- Addressed escalated customer issues, providing timely resolutions and maintaining client trust
- Monitored key performance indicators (KPIs), conducted performance reviews, and implemented action plans to enhance team productivity
- Evaluated existing support processes, collaborated with other departments to streamline workflows, and implemented new tools to improve efficiency
- Prepared and presented regular reports on team performance, customer feedback, and operational metrics to senior management
- Developed and delivered training programs for new hires and ongoing staff development, ensuring team members were well-versed in product knowledge and customer service best practices
Workforce Service Representative II / Unemployment Insurance Claims Representative
Nevada Department of Employment, Training and Rehabilitation
Las Vegas
01.2018 - 09.2020
- Collected and verified essential documents, including identification cards, Social Security numbers, and employment verifications, in accordance with DETR Standard Operating Procedures (SOPs)
- Managed internal systems on multiple projects, including the development of client profiles, mock interview notes, and job search engines
- Assembled job preparatory packages, including resume assistance, clothing, tools, necessary training, and client profiles
- Communicated via email and telephone with clients, employers, training facilities, and outsourced contract associates
- Submitted regulatory documents, including financial contracts and reports, documentation of training and education, and proof of active employment of clients
- Consistently updated and maintained tools such as job trackers, contact lists, employment reports, and organizational charts
- Conducted continuous follow-up with clients on job status and satisfaction
- Strictly complied with company guidelines, statewide regulations, and SOPs
- Trained incoming colleagues on SOPs and reviewed initial contracts and reports they produced
- Built rapport with clients in the rehabilitation and employment office
- Analyzed job opportunities for clients based on past experience, current achievements, and future ambitions
- Performed mock interviews and used this analysis to predict suitability in job placements
- Interviewed claimants returning at specified intervals to certify them for continuing benefits
- Assisted applicants in filling out forms, using knowledge of information required or the native language of the applicant
- Answered questions concerning registration for jobs or application for unemployment benefits
Court Operations Clerk I (BIU)
San Diego Superior Court
San Diego
12.2015 - 07.2017
- Received, sorted, and processed legal documents and mail; reviewed documents for sufficiency of information, conformity, jurisdiction, completeness, timeliness, and all required supporting documents in accordance with prescribed filing requirements; returned unacceptable documents noting discrepancies and reasons for rejection
- Entered and retrieved data from an automated case management tracking system; assigned applicable codes; cross-referenced documents for future retrieval; accessed documents using various indices; followed established procedures for updating and purging records
- Filed and retrieved legal documents and related case materials; maintained the order of documents in court files; purged documents in accordance with predetermined criteria; assembled documents, identified, and organized documents for transfer to the archives; retrieved records from archives, if necessary
- Explained legal filing procedures and associated fines and fees both at the counter and over the telephone; assisted the general public, law enforcement agents, attorneys and their staff, and other court employees with locating information, documents, and other court-related materials
- Entered case information on dockets
Education
Real Estate License - Real Estate
Key Realty School
Las Vegas02-2020
Some College (No Degree) - Human Services
University of Phoenix
Las VegasSkills
- Commissioned Notary Public
- Microsoft Office Suite
- SPSS
- MAC OS X
- Zendesk
- Omni
- Metabase
- Stripe
- Motion
- Gather
- Justworks
- Culture Amp
- Maestro
- Office equipment
- Public speaking
- Education
- Team leadership
- Oral communication
- Written communication
- Marketing strategies
- Media strategies
- Project management
- Strategic planning
- Educational program development
- Organizational skills
- Efficiency
- Problem-solving
- Multi-tasking
- Focus
- Positivity
- Detail-oriented
Certification
- Comissioned Notary Public
- Real Estate
Timeline
Customer Support Lead
Order.co
09.2021 - 01.2025
Workforce Service Representative II / Unemployment Insurance Claims Representative
Nevada Department of Employment, Training and Rehabilitation
01.2018 - 09.2020
Court Operations Clerk I (BIU)
San Diego Superior Court
12.2015 - 07.2017
Real Estate License - Real Estate
Key Realty School
Some College (No Degree) - Human Services
University of Phoenix
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