Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative
Open To Work

Melanie Ruiz

Phoenix,Arizona

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Web Support SpecialistCustomer Service RepresentativeFraud Prevention Representative

Work Type

Full TimePart Time

Location Preference

On-SiteRemoteHybrid
Location: Phoenix, Arizona, US
Open to relocation: No

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Summary

Dynamic Web Support Specialist with a proven track record at DiscoverCard, excelling in customer support and problem-solving. Enhanced user experience through effective communication and training development, while maintaining operational consistency. Recognized for building strong client relationships and delivering timely solutions, contributing to increased customer satisfaction and loyalty.

Overview

2027
2027
years of professional experience

Work History

Web Support Specialist

DiscoverCard
Phoenix, AZ
2007 - Current
  • Provided technical support to customers, resolving issues with online account access and transactions.
  • Assisted users in navigating website features, enhancing overall user experience and satisfaction.
  • Collaborated with cross-functional teams to identify and troubleshoot system errors impacting service delivery.
  • Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
  • Responded promptly to customer inquiries via chat and email, ensuring timely resolution of concerns.
  • Maintained documentation of support processes, contributing to improved operational consistency and knowledge sharing.
  • Provided expert guidance on website navigation and usage, increasing end-user confidence and satisfaction levels.
  • Maintained strong client relationships through clear communication, thorough follow-up, and tailored support strategies.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
  • Analyzed user feedback data to identify trends and recommend improvements to product offerings or support services accordingly.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Customer Service Representative

Discover Card
Phoenix, AZ
07.2004 - Current
  • Provided prompt and accurate responses to customer inquiries via phone and online chat.
  • Resolved customer issues efficiently, ensuring high satisfaction and loyalty levels.
  • Assisted in processing credit card applications and account management tasks.
  • Collaborated with team members to improve service delivery and streamline workflows.
  • Utilized CRM software to track customer interactions and maintain detailed records.
  • Ensured compliance with regulatory requirements during customer interactions and transactions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.

Fraud Prevention Representative

Discover Card
Phoenix, AZ
08.2020 - 10.2020
  • Monitored transactions for suspicious activity using fraud detection software.
  • Collaborated with team to resolve customer disputes related to fraudulent charges.
  • Assisted in developing training materials for new hires on fraud prevention protocols.
  • Analyzed patterns in fraudulent behavior to improve prevention strategies.
  • Responded promptly to customer inquiries regarding potential identity theft issues.
  • Conducted thorough investigations into reported fraud cases, ensuring accurate documentation.
  • Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
  • Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.
  • Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.

Education

High School Diploma -

Deer Valley
Phoenix, AZ

Skills

Customer support

Responsive design

WordPress expertise

Online advertising

Website maintenance

Web accessibility

Teamwork

Teamwork and collaboration

Customer service

Problem-solving

Time management

Attention to detail

Problem-solving abilities

Microsoft windows and office

Multitasking

Multitasking Abilities

Reliability

Excellent communication

Organizational skills

Team collaboration

Network support

Active listening

Effective communication

Adaptability and flexibility

Verbal and written communication

Remote technical support

Decision-making

Remote support

Relationship building

Friendly and patient

Team building

Task prioritization

Self motivation

Interpersonal skills

Customer service expert

Highly professional

Goal setting

Professionalism

Customer communication and empathy

Interpersonal communication

Collaborative team player

Time management abilities

Continuous improvement

Adaptability

Written communication

Quality assurance

Issue and resolution tracking

Online chat support

Support services

Call management

Tracking and documentation

Accomplishments

Continued customer satisfaction with resolving issues by earning Customer service achievement reward as well as continuous surveys from customers advising of my great patience and willingness to assist and resolve issues.

I win an award for implementing an email alert, to notify customers when their automatic payment will be withdrawn.

Timeline

Fraud Prevention Representative

Discover Card
08.2020 - 10.2020

Customer Service Representative

Discover Card
07.2004 - Current

Web Support Specialist

DiscoverCard
2007 - Current

High School Diploma -

Deer Valley

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Melanie Ruiz