Elizabeth Cortes Hernandez
Resumen profesional
Customer service professional with extensive experience in call center environments, providing support through phone, chat, and email channels. Skilled in incident resolution, customer relationship management, conflict resolution, empathy, and negotiation. Proven ability to handle high-volume interactions, resolve complex customer concerns, and maintain high customer satisfaction standards. Adaptable and results-driven, with experience supporting customers across multiple industries. Seeking to contribute strong customer service expertise and problem-solving skills within an organization that values professional development and continuous improvement.
Datos destacados
4
4
years of professional experience
Experiencia
DDFB Customer Service Agent
DoorDash
Ciudad de México, Ciudad de México
2023.04 - Actual
- Provide Tier 3 customer support through phone and chat channels, resolving complex customer inquiries and escalations.
- Assisted customers, merchants, and partners with issues related to live orders, payment processing, account concerns, and meal budget management.
- Selected to participate in the Global Advocate project, supporting a broad range of customer service operations and escalated cases for approximately three months.
- Joined the initial wave of the DDFB (DoorDash for Business) project and continue to support this line of business.
- Document customer interactions and case resolutions accurately across internal systems.
- Collaborate with cross-functional teams to resolve complex issues and improve the overall customer experience.
Customer Support
Hyrecar
Ciudad de México, Ciudad de México
2022.05 - 2022.08
- Provided customer support through phone and chat channels, assisting customers with vehicle rental inquiries, reservations, account issues, and general service requests.
- Resolved customer concerns efficiently while maintaining a high level of customer satisfaction and professionalism.
- Expanded responsibilities to include collections support, handling deductible-related payments and customer account follow-ups.
- Managed collections processes and tracked payment information using Microsoft Excel, ensuring accurate record-keeping and reporting.
- Assisted customers with billing questions, payment arrangements, and account resolution processes.
- Maintained detailed documentation of customer interactions and account updates across multiple systems.
Customer service
Chime Bank
México, México
2018.02 - 2019.05
- Provided customer support via phone, chat, and email, assisting customers with account inquiries, transactions, card issues, and mobile banking services.
- Resolved customer concerns efficiently while maintaining high standards of professionalism and customer satisfaction.
- Investigated account-related issues and coordinated with internal teams to ensure timely resolutions.
- Educated customers on banking products, account features, security practices, and self-service tools.
- Documented customer interactions accurately in CRM systems and followed established compliance procedures.
- Handled sensitive customer information while adhering to data privacy and security requirements.
- Assisted customers with account verification, dispute processes, card replacements, and transaction inquiries.
Formación
Business Administration
CECyTE 28
Union EjidalEnfatiza tus habilidades clave
- Integridad y honestidad
- Empatía y escucha activa
- Gran capacidad de adaptación
- Disciplina
- Trabajo en equipo
- Gran capacidad de observación
- Cumplimiento de protocolos y procedimientos
Idiomas
Inglés
Principiante
Cronología
DDFB Customer Service Agent
DoorDash
2023.04 - Actual
Customer Support
Hyrecar
2022.05 - 2022.08
Customer service
Chime Bank
2018.02 - 2019.05
Business Administration
CECyTE 28