DANIELLE PABON
Kingsland,US
Summary
Dynamic Customer Care Advocate with a proven track record at Gusto, excelling in stakeholder engagement and problem-solving. Achieved a 91.86% QA score while enhancing customer retention through effective incident response and payroll processing. Committed to delivering exceptional service and driving continuous improvement in customer experiences.
Overview
14
14
years of professional experience
Work History
Customer Care Advocate
Gusto
Remote
12.2025 - 02.2026
- Achieved 117.1% solves per hour, exceeding efficiency targets in fast-paced fintech environment.
- Maintained high quality assurance score of 91.86%, ensuring accuracy and compliance in payroll transactions.
- Resolved complex B2B inquiries on payroll processing and direct deposit issues using Salesforce CRM.
- Investigated escalated consumer money issues, ensuring resolution within strict service level agreements.
- Identified payroll and payment trends to provide actionable insights to internal teams for workflow enhancement.
Technical & Customer Experience Advisor
Transco
10.2025 - 12.2025
- Provided high-level technical support and billing resolution across multiple channels (phone, chat, email).
- Balanced technical troubleshooting with retention strategies, enhancing customer lifetime value and fostering trust.
- Managed back-office data input, ensuring precision and error-free reporting to uphold client KPIs.
Technical Support Specialist
Concentrix
04.2025 - 07.2025
- Provided inbound technical support for hardware and software issues, resolving user challenges with iOS, MacOS, and mobile devices.
- Navigated complex databases to track and retrieve technical information, providing expert problem-solving for hardware
malfunctions.
- Delivered exceptional customer experiences by leveraging extensive knowledge of client products and wearables.
Tier 1 Technical Support Agent
ContactWorks
Austen, US
03.2023 - 08.2023
- Supported users with installation, troubleshooting, and upgrades of cellular phones and software, enhancing user experience.
- Respond to customer inquiries and provide information about our products and services
- Assist customers with order placement, returns, and exchanges
Resolve customer complaints or issues in a timely and professional manner
- Research and test to determine the nature and likely causes of issues and recommend corrective action.
- Coordinate with Tier 2 team to research and resolve escalated issues.
- Follow up with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and
customer satisfaction.
- Assist with QA and testing efforts.
Perform other related duties as assigned by management.
Fraud Representative
Discover
Texas
10.2021 - 01.2023
- Respond to customer inquiries and provide information about our products and services
- Assist customers with order placement, returns, and exchangesResolve customer complaints or issues in a timely and professional manner
- Assist customers with order placement, returns, and exchanges
Resolve customer complaints or issues in a timely and professional manner
- Research and test to determine the nature and likely causes of issues and recommend corrective action.
Coordinate with Tier 2 team to research and resolve escalated issues.
- Follow up with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and
customer satisfaction.
- Assist with QA and testing efforts.
Perform other related duties as assigned by management.
Activations & Repair Specialist
Spectrum Mobile (Pilot Program)
Saint Petersburg, US
06.2020 - 06.2021
- Specialized in a fast-paced mobile activation and repair environment, managing porting and troubleshooting.
- Managed billing mergers and payment processing for high-volume account management.
- Diagnosed and repaired mobile devices for customers in pilot program.
- Provided technical support to clients through troubleshooting and problem-solving.
- Collaborated with team members to improve repair processes and efficiency.
Front of House Staff
Chick-fil-A
Saint Petersburg, US
08.2019 - 06.2020
- Delivered exceptional guest service to enhance customer satisfaction
- Provided assistance to customers effectively
- Processed customer transactions efficiently
- Prepared food items to ensure quality and consistency
- Executed thorough cleaning of facilities to maintain hygiene standards
Cashier/Customer Service Desk
Walmart Neighborhood Market
South Pasadena, US
03.2018 - 08.2019
- Greet and thank customers warmly, creating a welcoming atmosphere
- Provided assistance by answering customer inquiries and fulfilling their needs
- Checked out customers efficiently while maintaining accuracy and service quality
- Supported fellow associates throughout the store
Home Health Aid and Certified Nursing Assistant
Southern Home Health
Saint Petersburg, US
01.2012 - 01.2018
- Delivered compassionate care to patients, enhancing daily activity support and fostering independence
- Maintained a clean and safe environment for patients
- Facilitated accurate insurance processing and addressed patient inquiries to improve service quality
- Executed data entry and coordinated office tasks in a healthcare environment
Education
MBA -
Liberty University
Lynchburg, VA12-2020
BACHELOR'S - EDUCATIONAL STUDIES AND COMMUNITY LEADERSHIP
St. Petersburg College
Saint Petersburg, FL, US12-2018
DIPLOMA -
Marathon High School
Marathon, FL, US03-2010
Skills
- Customer relationship management
- Customer retention
- Stakeholder engagement
- Problem solving
- Performance tracking
- Payment processing
- Payroll processing
- Data analysis
- Regulatory compliance
- Risk management
- Incident response
- Process mapping
- User training
- Financial auditing
Languages
English, Native
Timeline
Customer Care Advocate
Gusto
12.2025 - 02.2026
Technical & Customer Experience Advisor
Transco
10.2025 - 12.2025
Technical Support Specialist
Concentrix
04.2025 - 07.2025
Tier 1 Technical Support Agent
ContactWorks
03.2023 - 08.2023
Fraud Representative
Discover
10.2021 - 01.2023
Activations & Repair Specialist
Spectrum Mobile (Pilot Program)
06.2020 - 06.2021
Front of House Staff
Chick-fil-A
08.2019 - 06.2020
Cashier/Customer Service Desk
Walmart Neighborhood Market
03.2018 - 08.2019
Home Health Aid and Certified Nursing Assistant
Southern Home Health
01.2012 - 01.2018
MBA -
Liberty University
BACHELOR'S - EDUCATIONAL STUDIES AND COMMUNITY LEADERSHIP
St. Petersburg College
DIPLOMA -
Marathon High School