Jennifer Torres-Discua
Orlando,FL
Summary
Dedicated Customer Support Specialist with 7+ years of experience in resolving complex customer inquiries and escalations. Fluent in English and Spanish, adept at collaborating with cross-functional teams to deliver exceptional service and drive process improvements. Eager to leverage my skills and passion for customer advocacy to contribute to Bumble Inc.'s Member Support Escalations team.
Overview
7
7
years of professional experience
Work History
Investigations Associate
Checkr, Inc.
05.2023 - 04.2024
- Collaborated with court researchers, law enforcement, and vendors to resolve disputes accurately
- Ensured compliance with internal and external requirements
- Innovatively improved dispute process to enhance candidate experience
- Streamlined dispute resolution, enhancing candidate satisfaction & compliance
- Partnered with cross-functional teams for swift dispute resolutions.
Customer Support Agent
GoodHire (Checkr, Inc)
01.2021 - 05.2023
- Resolved customer issues effectively via phone, email, and chat
- Diagnosed and solved customer problems in collaboration with product and engineering teams
- Worked closely with internal teams and account owners to assist customers with background check queries
- Empowered users to fully leverage our tools through patient guidance and effective problem-solving
- Maintained high attention to detail, resolving complex inquiries with 99% accuracy.
Seasonal Customer Service Associate
Best Buy
09.2020 - 01.2021
- Delivered exceptional customer service across multiple channels
- Resolved customer complaints professionally and promptly
- Efficiently processed orders and managed returns, enhancing customer satisfaction
- Boosted sales through informed recommendations and efficient order handling
- Contributed to enhanced customer satisfaction during holiday season.
Indexing Associate
TTEC
01.2017 - 08.2020
- Exceeded data entry accuracy targets with a rate of over 98%, optimizing customer data processes
- Demonstrated proficiency in analyzing documents for accurate data entry
- Applied analytical skills to overcome data entry obstacles
- Made a substantial impact on customer data processes through accurate data entry.
Education
Associate of Science - Computer Science And Programming
Valencia College
Orlando, FLSkills
- - Expertise in investigating and troubleshooting sensitive and complex escalations to resolution
- - Proficient in analyzing data and escalation trends to drive process improvements
- - Strong attention to detail and critical thinking skills to resolve high-pressure escalations
- -Fluent in English and Spanish with excellent oral and written communication skills
- - Fluent in English and Spanish with excellent oral and written communication skills
- - Proven ability to manage high volumes of tasks and navigate peak periods effectively
Timeline
Investigations Associate
Checkr, Inc.
05.2023 - 04.2024
Customer Support Agent
GoodHire (Checkr, Inc)
01.2021 - 05.2023
Seasonal Customer Service Associate
Best Buy
09.2020 - 01.2021
Indexing Associate
TTEC
01.2017 - 08.2020
Associate of Science - Computer Science And Programming
Valencia College
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