Summary
Overview
Work History
Education
Skills
Websites
Timeline
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María Briceño

María Briceño

Customer Service Specialist
Orlando

Summary

Skilled Customer Service and Tools Support Specialist with 5+ years of experience in customer support, technical assistance, and process optimization. Expertise in utilizing CRM systems like Zendesk, Salesforce, and Freshdesk for troubleshooting, fraud prevention, and transaction monitoring. Proven problem-solving skills and ability to handle high-pressure situations. Committed to delivering exceptional customer experiences through effective communication and personalized support.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

Customer Support Specialist

SumUp
Santiago
07.2021 - 01.2024
  • Provide technical support for merchants using SumUp card readers and payment solutions
  • Assist customers with onboarding, reviewing personal and business documents for account activation
  • Handle fraud and risk case investigations, ensuring secure transactions
  • Manage warranty claims and replacement orders for faulty devices
  • Process and verify transactions, ensuring accurate payment disbursement
  • Utilize Salesforce, SOAP, LockerStudio, Slack, and other platforms for efficient case management
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.

Senior Customer Service Agent

Skechers Chile
12.2020 - 06.2021
  • Provided customer support for E-Commerce operations, managing order issues, returns, and product warranties
  • Used Freshdesk, Hydee, and CRM platforms to track and resolve cases efficiently
  • Managed claims with logistics providers, ensuring timely deliveries and issue resolution
  • Assisted customers through marketplaces like MercadoLibre and Ripley, maintaining high satisfaction levels

Customer Service Representative

Punto Ticket
01.2019 - 02.2021
  • Led support teams during high-demand ticket sales, ensuring smooth operations
  • Managed refund requests and customer complaints, resolving post-sale disputes
  • Provided on-site support at live events, assisting attendees with inquiries and technical issues
  • Handled large-scale event cancellations, offering effective communication and alternative solutions

Customer Service Executive

Cencosud S.A.
03.2018 - 01.2019
  • Delivered premium customer support for Club de Novios Paris y Bebés members
  • Used Siebel and Roble systems to manage memberships and personalize customer experiences
  • Conducted customer outreach via email and phone, improving loyalty and engagement
  • Represented the brand at marketing events, promoting exclusive benefits and increasing membership sign-ups

Station Supervisor

Puma Energy
11.2016 - 03.2017
  • Managed fuel inventory and dispatch operations
  • Supervised cash handling and shift scheduling for employees
  • Ensured customer satisfaction, addressing complaints and resolving issues effectively
  • Led team coordination, optimizing workflow and operational efficiency

Education

General Accountant - Public Accounting Studies

Instituto Universitario De Tecnología Mario Briceño Iragorry
Venezuela
01.2013 - 01.2016

Skills

Customer Support

CRM Systems

Risk & Fraud Case Review

Transaction Monitoring

E-Commerce Support

Problem Resolution

Problem-solving

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Timeline

Customer Support Specialist

SumUp
07.2021 - 01.2024

Senior Customer Service Agent

Skechers Chile
12.2020 - 06.2021

Customer Service Representative

Punto Ticket
01.2019 - 02.2021

Customer Service Executive

Cencosud S.A.
03.2018 - 01.2019

Station Supervisor

Puma Energy
11.2016 - 03.2017

General Accountant - Public Accounting Studies

Instituto Universitario De Tecnología Mario Briceño Iragorry
01.2013 - 01.2016

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María Briceño Customer Service Specialist