Andreina De La Cruz Mendoza
Santo Domingo,Dominican Republic
Summary
Experienced Customer Service Representative with a strong background in effectively addressing customer needs and promoting positive experiences. Proven ability to excel in fast-paced environments and utilize exceptional communication and multitasking skills. Proficient in Microsoft Office, adept at working in a team, and known for outstanding customer service. Committed to expanding skillset, building a professional portfolio, and seeking international opportunities while aiming to create a secure work environment.
Overview
3
3
years of professional experience
Work History
Client Success Specialist
National Debt Relief
Santo Domingo, Dominican Republic
06.2023 - 03.2024
- Providing personalized support and guidance to clients to help them understand their debt relief options, navigate the program process, and achieve their financial goals.
- Monitoring clients' progress and program milestones, tracking their payments, settlements, and creditor communications, and providing regular updates and status reports to clients to keep them informed and engaged.
- Resolving escalated client issues and complaints in a timely and professional manner, demonstrating empathy, active listening, and problem-solving skills to address clients' concerns and achieve mutually satisfactory resolutions.
- Upholding National Debt Relief's commitment to client satisfaction, integrity, and professionalism by embodying the company's values and maintaining high standards of service excellence in all client interactions and engagements.
Content Moderator Quality Analyst
Roblox
09.2022 - 04.2023
- Evaluating a team of content moderators to ensure the safety, quality, and compliance of user-generated content on the Roblox platform.
- Reviewing moderated content, including inappropriate content, harassment, scams, copyright infringements, and other violations of platform rules and policy.
- Identifying and reporting key performance indicators (KPIs), trends, and emerging risks related to user-generated content.
- Providing timely and constructive feedback to team members on their performance, adherence to policies, and opportunities for improvement.
Customer Service Representative
Comcast Corporation
09.2020 - 05.2021
- Answering customer inquiries and provided accurate information regarding products and services.
- Assisting customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Providing outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalating problematic customer concerns, and maintaining a calm, friendly demeanor.
- Asking probing questions to determine service needs and accurately input information into electronic systems.
- Educating customers on special pricing opportunities and company offerings.
- Informing customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Computer Systems Engineering -
O&M University
03.2022
Skills
- Communication Skills
- Multitasking
- Team Collaboration
- Detail-Oriented
- Active Listening
- Microsoft Outlook
- Microsoft Office
Place Of Birth
Santo Domingo, Dominican Republic.
Personal Information
Nationality: Dominican
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Client Success Specialist
National Debt Relief
06.2023 - 03.2024
Content Moderator Quality Analyst
Roblox
09.2022 - 04.2023
Customer Service Representative
Comcast Corporation
09.2020 - 05.2021
Computer Systems Engineering -
O&M University
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