Tatiana Correa
Orlando,FL
Summary
Dynamic Social Engagement Specialist with a proven track record at FanDuel Group, adept in leveraging brand awareness and cross-functional coordination to enhance customer experience. Excelled in problem-solving and decision-making, significantly improving customer satisfaction. Proficient in identifying fraudulent behavior, assisting with reviewing suspended customers accounts, and ensuring secure and efficient transactions.
Overview
6
6
years of professional experience
Work History
Social Engagement Specialist
Fanduel Group
05.2023 - Current
- Serve as part of a collaborative team using social media channels (Twitter, Facebook, etc…) to rapidly resolve issues and inquiries, and deliver brand-appropriate experiences to our growing community of avid sports fans
- Think creatively and passionately about ways in which I can make every user interaction personalized and meaningful, providing the best customer experience possible
- Be a master of the FanDuel brand voice and digital media etiquette
- Serve as a subject matter expert for the customers regarding all FanDuel products and contests
- Use technical abilities to master internal admin systems, review accounts, troubleshoot bugs, and resolve issues
- Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution
Customer Operations Agent
Fanduel Group
08.2021 - 04.2023
- Work as part of a team to rapidly resolve issues and inquiries/questions for customers that reach out via chat and email.
- Provide excellent customer support and a great customer experience to customers.
- Review customer accounts, assist customers in troubleshooting bugs, and utilize internal admin systems to further assist customers.
- Share customer feedback when given.
- Monitor for any potential site issues and escalate these issues to the proper channels.
Customer Service Associate
IKEA
07.2019 - 07.2021
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Sales Associate
Kitchen Collection
07.2018 - 07.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
Associate of Arts -
Valencia College
Orlando, FLSkills
- Brand Awareness
- Cross-functional coordination
- Problem-Solving
- Decision-Making
- Customer Service
- Data Entry
- Salesforce, Zendesk, Sprinklr, Microsoft Office Suite, Google Suite, internal admin systems
- Proficiency with payment processors (cards, PayPal, ACH etc)
- Proficient in analyzing transaction patterns and identifying fraudulent behavior
Timeline
Social Engagement Specialist
Fanduel Group
05.2023 - Current
Customer Operations Agent
Fanduel Group
08.2021 - 04.2023
Customer Service Associate
IKEA
07.2019 - 07.2021
Sales Associate
Kitchen Collection
07.2018 - 07.2019
Associate of Arts -
Valencia College
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