Open to opportunities

Raquel Flores

@raquelflores

Message

Empathetic customer support specialist with a passion for problem-solving.

Spain

Message

What I'm looking for

I am looking for a role that values empathy and innovation, where I can contribute to enhancing user experiences and grow professionally.

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

Current

User Support Specialist

Current

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.

User Support Account Management Troubleshooting Bug Reporting Zendesk Customer Service Live Entertainment Remote Work

Current

AI Contributor

Current

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.

Photography Digital Recognition Eye Movement Recognition Data Annotation Remote Work Machine Learning AI Development Freelance Work

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 Account Management Troubleshooting Bug Reporting Zendesk Remote Work Passenger Support Driver Support

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 Salesforce Retail Online Shopping Claims Management Product Stock Remote Work Phone Support Customer Service

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 Support Reserving Fleet Management Translation Support Agent Tourism Remote Work

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.

Customer Service Fraud Prevention Account Management CRM Management Sales Insurance Sales Remote Work

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.

Luxury Customer Service Order Management CRM Management Fraud Detection Online Retail Remote Work

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.

Fraud Prevention Property Damage Mediation GDPR Compliance CRM Management Web Research Negotiation Tourism Remote Work Customer Service

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.

Customer Service Online Retail Order Management CRM Management Customer Satisfaction Remote Work Phone Support

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.

Receptionist Duties Administrative Support Fundraising Event Coordination Community Engagement Organizational Skills Communication Volunteer Management Office Administration

Volunteer

Refood

Collected edible goods from large supermarkets to prevent food waste. Distributed collected food to families in need, supporting community welfare.

Food Collection Community Service Logistics Volunteer coordination Social Impact Empathy Public Relations

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.

Food Preparation Teamwork Hospitality Customer Service Food Safety Inventory Management event support

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.