Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Dyhana Frias

Orlando,FL

Summary

Detail-oriented and empathetic professional with a strong background in customer service, technical support, and call center operations. Skilled in handling high call volumes, resolving complex issues, and providing exceptional clent support. Seeking to leverage these skills in an entry-level Claims Representative role, bringing strong communication abilities, fast learning, and a commitment to accuracy and client satisfaction.

Overview

8
8
years of professional experience

Work History

Customer Call Center & Chat Representative

H&R Block
11.2024 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Technical Support Call Center Representative

Asurion
06.2023 - 10.2024
  • Used ticketing systems to manage and process support actions and requests.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Consistently met or exceeded sales targets through effective leadership of the sales team.
  • Managed high levels of call flow and responded to technical support needs.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.
  • Increased sales revenue by consistently meeting and exceeding individual and team sales targets.

Customer Service Representative

Contact Source
01.2022 - 05.2023
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Bartender

Avocado Grill
09.2022 - 01.2023
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Set up glassware, liquor, and other necessary supplies for special events.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Maintained clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.

Lead Bartender

Don Julio's
04.2019 - 01.2022
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Followed strict recipes and drink measurements to minimize product used.
  • Cultivated warm relationships with regular customers.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.

Customer Service Representative

The Home Depot
10.2017 - 04.2019
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Updated account information to maintain customer records.

Education

Some College (No Degree) - Business Administration

Valencia Community College
Orlando, FL

High School Diploma -

Colonial High School
Orlando, FL
05.2004

Skills

  • Client Resolution & Problem Solving
  • Strong Verbal & Written Communication Skills
  • Claim & Dispute Investigation & Documentation
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Bilingual in English & Spanish
  • CRM and Data Entry Management
  • Adaptable & Quick Learner
  • High-Volume & Call Management

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Call Center & Chat Representative

H&R Block
11.2024 - Current

Technical Support Call Center Representative

Asurion
06.2023 - 10.2024

Bartender

Avocado Grill
09.2022 - 01.2023

Customer Service Representative

Contact Source
01.2022 - 05.2023

Lead Bartender

Don Julio's
04.2019 - 01.2022

Customer Service Representative

The Home Depot
10.2017 - 04.2019

Some College (No Degree) - Business Administration

Valencia Community College

High School Diploma -

Colonial High School

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