VALERIE VALDEZ
Lakewood,CA
Summary
Customer Experience leader with 12+ years of success driving high-impact support operations, resolving complex escalations, and elevating the customer journey for enterprise-level and consumer clients. Expert in digital support systems, process optimization, and cross-functional collaboration. Recognized for improving customer satisfaction, increasing retention, and delivering solutions that strengthen long-term client relationships. Thrives in fast-paced environments, consistently exceeds KPIs, and brings a calm, strategic approach to solving difficult problems.
Overview
15
15
years of professional experience
Work History
Senior Customer Support Specialist
U.S. Bank
Brea, CA
06.2022 - Current
- Provide specialized banking support to corporate clients, resolving complex financial issues and ensuring a seamless experience across high-risk transactions.
- Key Achievements & Responsibilities:
- Manage escalated ACH, wire, AP/AR, cash vault, and remote deposit needs for corporate accounts, ensuring accuracy and compliance.
- Partner with internal operations, treasury, and product teams to deliver fast, effective solutions and reduce client friction.
- Improve customer experience by analyzing recurring service issues and recommending operational enhancements.
- Support revenue growth by identifying opportunities to upsell banking products that improve client operations.
- Maintain expert-level training in complex banking procedures, fraud prevention, and high-value transaction handling.
- Consistently praised by leadership for resolving high-priority issues quickly and strengthening client relationships.
Customer Support Specialist
Breville USA
05.2016 - 06.2022
- Delivered exceptional service to 60–100 customers daily across multiple digital support channels for a company with 200+ products.
- Key Achievements & Responsibilities:
- Managed a high-volume queue of technical support, product troubleshooting, warranty claims, and escalations.
- Documented cases in Salesforce with accuracy and efficiency, ensuring clear visibility into customer issues.
- Processed manual orders, payments, shipping labels, and part replacements when automation was unavailable.
- Collaborated with product and engineering teams by reporting recurring issues and recommending improvements.
- Maintained one of the highest customer satisfaction scores on the support team.
- Ensured streamlined resolution of customer issues to reduce callbacks and increase first-contact resolution.
Payroll Specialist
Paychex, Inc.
Culver City, CA
11.2014 - 10.2015
- Managed and supported 150+ payroll clients across complex payroll, HR, and benefits needs.
- Key Achievements & Responsibilities:
- Processed detailed payroll data including tax allocations, special payments, and compliance reporting.
- Liaised with federal, state, and local tax agencies to resolve discrepancies on behalf of clients.
- Trained clients on payroll software to boost efficiency and reduce support tickets.
- Built strong relationships with business owners and HR teams to increase retention and trust.
Telephone Sales Representative
AT&T Mobility
Cerritos, CA
09.2013 - 07.2014
- Upsold products and services based on customer needs, consistently exceeding sales goals.
- Maintained deep knowledge of pricing, promotions, and new technology to guide customers effectively.
- Processed orders, created service appointments, and handled follow-up communications.
- Contributed to team strategies to increase sales performance and customer engagement.
Team Leader
The Paradies Shops
Long Beach, CA
11.2012 - 09.2013
- Supervised daily store operations for 4 retail locations.
- Balanced 6–8 registers per shift and completed daily safe counts and deposits.
- Ensured visual merchandising standards and trained new hires for customer service excellence.
Sales Lead
ALDO Shoes
04.2011 - 11.2012
- Assisted with store leadership, customer experience, and merchandising operations.
- Set sales goals, trained associates, and delivered personalized product recommendations.
- Supported opening/closing duties and maintained high store presentation standards.
Education
General Studies
Cypress College
Cypress, CASkills
- Customer Experience Strategy
- Complex Escalation Management
- Cross-Functional Collaboration
- Process Improvement & Workflow Design
- Account Management & Client Retention
- Technical & Product Support
- High-Volume Case Management (Phone/Email/Chat)
- Salesforce, Banking Platforms, Digital Support Tools
- SLA Management & Quality Assurance
- Upselling & Revenue Expansion
- Salesforce
- Banking & Treasury Systems
- POS Systems
- Payment Processing
- Digital Support Platforms (phone/chat/email)
- Knowledge Base Tools
- Microsoft Office Suite
- Google Workspace
LANGUAGES
Spanish (Fluent)
English (Fluent)
Timeline
Senior Customer Support Specialist
U.S. Bank
06.2022 - Current
Customer Support Specialist
Breville USA
05.2016 - 06.2022
Payroll Specialist
Paychex, Inc.
11.2014 - 10.2015
Telephone Sales Representative
AT&T Mobility
09.2013 - 07.2014
Team Leader
The Paradies Shops
11.2012 - 09.2013
Sales Lead
ALDO Shoes
04.2011 - 11.2012
General Studies
Cypress College