Raquel Flores
@raquelflores
Empathetic customer support specialist with a passion for problem-solving.
What I'm looking for
As a dedicated customer support specialist, I thrive in dynamic environments where I can leverage my empathetic communication skills to assist users effectively. My experience spans across various industries, including live entertainment, mobility services, and retail, where I have honed my ability to manage customer inquiries and troubleshoot issues efficiently.
Currently, I am part of Fever Labs Inc., providing user support for a live-entertainment discovery platform. My role involves account management, app troubleshooting, and back-office tasks, utilizing tools like Zendesk for ticket management. I have also contributed to renowned companies such as FREE NOW and Booking.com, where I developed a strong foundation in customer service and problem resolution.
With a background in psychology, I bring a unique perspective to understanding user behavior and needs. I am passionate about continuous learning and improvement, always seeking to enhance the user experience through effective communication and innovative solutions.
Experience
Work history, roles, and key accomplishments
User Support Specialist
Fever Labs Inc.
Nov 2023 - Present (1 year 9 months)
Provided user support for a live-entertainment discovery platform, handling account management, app troubleshooting, and bug reporting. Managed tickets efficiently using Zendesk for various markets.
AI Contributor
Neevo, Transperfect
Jun 2020 - Present (5 years 2 months)
Engaged in photography, digital recognition, and eye movement recognition tasks to enhance and improve AI systems. Contributed to AI development through voice-related jobs.
Mobility Services Support
FREE NOW
Feb 2022 - Feb 2023 (1 year)
Supported passengers and drivers for PHV and Black Cab services, including account management, app troubleshooting, and bug reporting. Utilized Zendesk for efficient ticket management across UK and PT markets.
Customer Support Representative
Manpower Group for Worten
Nov 2021 - Jan 2022 (2 months)
Assisted customers with equipment repair tickets, product stock availability, online shopping, and claims. Managed customer interactions and tickets using Salesforce.
Customer Support Agent
Booking.com
Feb 2021 - Aug 2021 (6 months)
Provided customer support for car hire reservations, changes, and management, resolving fleet and local issues. Performed English to Portuguese translations and supported agents.
Customer Service Representative
Teleperformance
Dec 2019 - Mar 2020 (3 months)
Resolved gameplay issues, prevented fraud, and managed customer accounts and CRM for Supercell. Attracted new customers and provided information on various insurance products for Metlife, focusing on sales.
Luxury Fashion Advisor
Farfetch
May 2019 - Aug 2019 (3 months)
Provided luxury fashion advisory, prevented and resolved order issues, and managed CRM. Conducted fraud detection for an online luxury fashion platform.
Customer Service Representative
Sitel
Oct 2017 - Jan 2018 (3 months)
Managed customer online retail orders with a dual objective of total customer satisfaction and results. Handled CRM management and resolved fraud issues for Amazon.fr.
Volunteer
União Budista Portuguesa
Served as a receptionist and secretary, contributing to administrative tasks and supporting organizational operations. Actively participated in fundraising initiatives to support the organization's goals.
Kitchen and Restaurant Helper
Instituto Macrobiótico de Portugal
Assisted in kitchen and restaurant operations, ensuring smooth service and food preparation. Supported daily tasks to maintain a clean and efficient environment.
Fraud Prevention Specialist
Sitel
Jan 2018 - Dec 2018 (11 months)
Mediated and determined property damage, detected and prevented fraud, and conducted profile web research for Airbnb. Managed GDPR issues, Terms of Service, and Terms & Conditions resolutions, including negotiations.
Volunteer
Refood
Collected edible goods from large supermarkets to prevent food waste. Distributed collected food to families in need, supporting community welfare.
Education
Degrees, certifications, and relevant coursework
Universidade Lusófona de Humanidades e Tecnologias
Psychology Course, Psychology
2018 - 2020
Concluded the second year of a Psychology course, gaining an empathetic vision and anthropological notions. Acquired skills in behavior pattern recognition, basic programming language concepts, and fundamentals of human mind organization and socially disruptive behaviors.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Social media
Job categories
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