Summary
Overview
Work History
Education
Skills
Timeline
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Lisette Valdepeña

Phoenix,AZ

Summary

Seasoned Support Coach with significant experience in guiding individuals towards personal and professional growth. Possess strong interpersonal skills, ability to motivate, and knack for identifying individual strengths to maximize potential. Known for creating supportive environments that foster positive change and development. Previous roles have highlighted capability in problem-solving, effective communication, and empowering team members to meet objectives.

Overview

21
21
years of professional experience

Work History

Technical Support Coach

Square/Block Inc.
Phoenix, AZ
03.2019 - Current
  • Provide Technical Support internally to frontline Technical Support Advocates who provide Customer Service and technical troubleshooting on hardware and software inquiries from the public
  • Work with Engineering to troubleshoot bug tickets filed as a JIRA
  • Drive improvements by collecting and escalating feedback from internal and external Customers
  • Partner with cross-functional teams to continually improve the Customer Success experience
  • Coach Advocates increasing their product knowledge and improving their skills in communication, problem solving, and resource navigation
  • Facilitated workshops to enhance client skills and self-efficacy.
  • Coordinated with multidisciplinary teams to address client needs effectively.
  • Provided crisis intervention and conflict resolution during challenging situations.
  • Developed training materials to educate clients on available resources.
  • Assisted with onboarding new hires by providing them with company policies and procedures information.
  • Maintained accurate records of all coaching sessions in order to track progress over time.
  • Monitored employee performance metrics in order to identify potential issues before they arise.
  • Collaborated with department heads to create training programs that addressed specific needs of each team member.
  • Developed and implemented individualized plans for employees based on their professional goals and objectives.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.

Travel Counselor

Square Advanced Support (SAS)
03.2018 - 01.2019
  • Arrange and book travel on behalf of staff
  • Ensured implementation of cost saving measures through negotiation with travel service provider, arrangement of the most economic route and appropriate itinerary
  • Created, maintained, and updated hard copy trip files for all travel, including review and preparation for annual audit
  • Entered information provided by staff into the database and maintained travel database
  • Communicated with staff travelers regarding their travel needs as well as the travel needs of partners and consultants
  • Coordinated with designated travel agency to provide trip itineraries to travelers
  • Assisted in processing visa forms and obtaining visas from foreign embassies, including coordinating with regional and program staff to obtain letters of invitation from regional offices
  • Coordinated with ticketing agency to obtain excess baggage vouchers when needed, and ensured in-transit hotel accommodations
  • Sent airline tickets to travelers (including sending packages via express mail services)
  • Arranged travel insurance providers for all travelers
  • Coordinated with finance department to invoice travelers for personal travel costs, including sending invoices to travelers and following up with finance staff
  • Reviewed weekly agency reports for airline tickets
  • Arranged hotel meeting space and any other arrangements needed for GCU field staff
  • Monitored and ensured compliance with Travel Policy and Procedures
  • Supported all aspects of staff and VIP travel as needed
  • Provided content update for the travel section of the web site
  • Completed other duties as assigned

Flight Attendant/Lounge Concierge

Alaska Airlines
06.2015 - 01.2019
  • Complied with all safety regulations
  • Ensured all safety equipment on aircraft was in working order, and conducted emergency procedures as needed
  • Supported the safety and security of Customers and Crewmembers while in-flight, in airport terminals, and during layovers
  • Calmly resolved passenger situations during flight, including emergency situations
  • Created an exceptional and inclusive experience for guests and fellow employees by demonstrating empathy and compassion
  • Focused on safe on-time performance
  • Proficiency in utilizing an Inflight Mobile Device (IMD) to complete onboard duties, service flow, and elite guest recognition
  • Supervised to deliver responses and resolutions to customer inquiries, and assisted guests with necessary travel arrangements
  • Identified creative solutions to handle unhappy or mishandled passengers
  • Processed new lounge member enrollments and renewals
  • Ensured passenger safety by conducting pre-flight safety briefings and inspections.
  • Collaborated with pilots and crew to maintain effective communication during flights.
  • Maintained compliance with aviation regulations and company policies throughout flights.

Customer Service Ticketing Trainer

Jetblue Airways
Long Beach, California
07.2004 - 07.2014
  • Provided exceptional customer service
  • Conduct check-in process for Customers via computer
  • Verified Customers' personal identification
  • Tag, lift, and handled Customer luggage
  • Announced flight arrivals, departures, and pre-boarding information via the public address system
  • Communicated with Customers to keep them constantly informed
  • Coordinated various duties with coworkers and other departments to ensure proper handling of customers
  • Helped prepare aircraft cabin for Customer boarding and departure, which included light cleaning
  • Operation of airport equipment, i.e customer equipment such a Jet bridge Turbo way, airstairs, etc.
  • Assisted Customers with special needs
  • Designed engaging training programs to enhance employee skills and knowledge.
  • Facilitated workshops to promote teamwork and effective communication among staff.
  • Evaluated training needs through surveys and assessments for targeted learning.
  • Developed instructional materials using multimedia tools for diverse learning styles.

Education

B.S. - Health Science

California State University Dominguez Hills
05.2011

Skills

  • Computer proficiency
  • Google Workspace and Microsoft Office
  • Atlassian tools and JIRA
  • Salesforce CRM
  • Leadership
  • Bilingual communication (English/Spanish)
  • Customer service excellence
  • Problem-solving
  • Attention to detail
  • Cross functional communiation
  • Training and coaching development
  • Technical support
  • Feedback analysis
  • Customer relations

Timeline

Technical Support Coach

Square/Block Inc.
03.2019 - Current

Travel Counselor

Square Advanced Support (SAS)
03.2018 - 01.2019

Flight Attendant/Lounge Concierge

Alaska Airlines
06.2015 - 01.2019

Customer Service Ticketing Trainer

Jetblue Airways
07.2004 - 07.2014

B.S. - Health Science

California State University Dominguez Hills

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