Debora Flores
San Antonio,Texas
Summary
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
14
14
years of professional experience
Work History
Contact Center Representative II - Sensitive Profile
Bank Sales and Service Contact Center
11.2023 - Current
- Process Domestic and International wire transfers
- Submitting wire requests such as amendments, recalls, tracers, etc
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Contact Center Representative III
Bank Sales and Service Contact Center
02.2022 - 11.2023
- Submit fraudulent and non-fraudulent disputes
- Explore members’ banking opportunities and respond with needs-based solutions
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Central Office Receptionist
Southwest ISD
08.2021 - 01.2022
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Enhanced customer satisfaction by promptly answering incoming calls and directing them to the appropriate department.
- Organized, maintained and updated information in computer databases.
- Demonstrated strong multitasking skills by handling multiple phone lines while assisting walk-in clients simultaneously.
- Supported administrative tasks, such as filing and data entry, contributing to an organized work environment.
- Increased office productivity by maintaining inventory of essential supplies and placing orders when needed.
- Contributed to a welcoming office environment through consistent upkeep of reception area cleanliness and organization.
Chiropractic Assistant
Peterson Chiropractic
08.2015 - 07.2021
- Answered phones to respond to patient questions, provide information and schedule appointments.
- Learned and followed laws and HIPAA guidelines to keep office compliant with industry regulations.
- Developed strong rapport with patients leading to high levels of trust and satisfaction, fostering long-term relationships.
- Prepared examination rooms with necessary equipment, promoting efficient appointment flow while prioritizing sanitation protocols.
- Educated patients on chiropractic care benefits, resulting in increased referrals and new client acquisition.
Customer Service Associate: Collections
Kohl’s
10.2013 - 12.2014
- Utilized creative thinking skills to build relationships and establish trust in making secure payments over the phone
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Telephone Banker
J.P. Morgan Chase
01.2011 - 09.2013
- Handled inquiries relating to consumer deposits, financial transactions, and technical support
- Assisted customers with online banking enrollment, navigation, and bill pay inquiries
- Built rapport with customers to become their trusted provider of financial services
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Educated clients on financial tools and resources available, empowering them to make informed decisions.
Education
Business Administration
Bellevue University
11-2028
Paralegal Studies
Alamo Colleges
09-2025
High School Diploma -
John Paul Stevens High School
01.2007
Skills
- Self discipline
- Flexible
- Adaptability in a changing environment
- Script adherence
- Workload Management
- Call handling
- Customer Service
- Problem-solving skills
- Building rapport
- Data Entry
- Inbound phone calls
- Appointment Scheduling
Timeline
Contact Center Representative II - Sensitive Profile
Bank Sales and Service Contact Center
11.2023 - Current
Contact Center Representative III
Bank Sales and Service Contact Center
02.2022 - 11.2023
Central Office Receptionist
Southwest ISD
08.2021 - 01.2022
Chiropractic Assistant
Peterson Chiropractic
08.2015 - 07.2021
Customer Service Associate: Collections
Kohl’s
10.2013 - 12.2014
Telephone Banker
J.P. Morgan Chase
01.2011 - 09.2013
High School Diploma -
John Paul Stevens High School
Business Administration
Bellevue University
Paralegal Studies
Alamo Colleges
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