Desaray M.

Experience

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  Entertainment Cruises Inc.

  Jul 2008 - Jan 2014

  Lead Hostess

  Assisted the Restaurant Manager on duty with the day-to-day activities of the front-of-the-house toensure consistently high levels of quality, service and guest satisfaction while maintaining a high levelof profitability. Created and maintained a safe work environment aboard the vessel, focusing constantly on thesafety of all guests and shipmates. Administered the setting of assigned decks, including package assembly and placement, side workand section assignments. Assisted with the warm and efficient greeting and seating of guests when they arrive. Coordinated buffets and table invitations on assigned decks, and showed comprehensiveknowledge of all food and beverage menu items, packages and POS systems. Show less

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  Capital One

  Nov 2013 - Dec 2017

  Performed a variety of functions related to the manual fulfillment of US Card requests, including preparing cardmember agreements for mailing, processing sales ticket retrieval requests, creating outbound letters, researching process improvements and assisting with task audits and updates. Identified quality and production issues and communicate them to management with the goal ofimproving department processes. Executed cardmember agreements to meet regulatory/business needs that avoid penalties and fines. Created new processes to streamline department efficiencies and improve customer service. Fulfilled customer requests for benefit and financial statements, when requested. Resolved account issues concerning customer payments, fees and finance charges. Show less Answered account specific questions; delivered exceptional quality service by utilizing all availablechannels and going above and beyond on every call. Educated customers on use of Capital One’s credit card and rewards services to ensure continuedloyalty and card use. Worked through difficult and emotional customer challenges with efficiency and empathy to achieve the desired results. Answered 80+ inbound calls daily within a fast paced, call center environment. Processed customer payments via debit card, checking, and saving account. Built customer loyalty by placing follow up calls for customers who reported product issues. Trained and mentored over 100 new hires in 2 years. Show less

  • Operation Production Coordinator

    Sept 2015 - Dec 2017

  • Customer Service Coordinator

    Nov 2013 - Sept 2015
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  Snapsheet Inc

  Jan 2018 - Jan 2019

  Customer Success Specialist

  Assisted customers through completion of auto claims by educating customers on use of mobile applications to submit photos of vehicle damage. Ensured simplicity and efficiency by managing and setting expectations for customers around required information across 50+ auto insurance carriers. - Handle 80+ inbound and outbound calls daily within a fast paced, call center environment. - Worked through difficult and emotional customer challenges with efficiency and empathy to achieve the desired results- Meet and strive to exceed individual monthly, and quarterly goals. - Assist in maintaining and monitoring electronic data for established customers, and detailed files for documentation.- Communicate between in-house and out-house departments in order to successfully assist our customers and carriers- Work as a Universal agent across all carriers, specializing in different process and procedures for each carrier both in the USA and Canada Show less

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  PayPal

  Jan 2019 - Jul 2024

  Technical Support Engineer

  Provided technical and product support to business merchants through various channels, including phone, and email. -Managed cases via ticketing systems such as Zendesk, Salesforce, and Jira, within expected time frames (SLA).-Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.-Documented faults and bugs for referral to development staff for use in updates.-Researched and identified solutions to technical problems.-Explained technical information in clear terms to promote better understanding for non-technical users.- QA’d tickets - Reviewed peers’ tickets for quality and compliance with company standards and design specifications as part of a Quality Assurance (QA) process. Show less