B

Belinda Cancino

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Colorado, United States

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work
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  • M
    CX Associate
    MELIO,
    Oct 2024 - Feb 2025 (5 months)
    Consistently maintained customer satisfaction scores above 95% in a high-volume support environment by delivering prompt, friendly, and accurate assistance across phone, email, and live chat channels, prioritizing customer needs at all times. Resolved over 50 customer inquiries daily with a 90% first-contact resolution rate by efficiently troubleshooting and documenting issues, escalating complex cases, and following up on progress to ensure timely solutions. Reduced average ticket resolution time by 20% through close coordination with internal departments, addressing product issues and proactively updating customers on progress to ensure transparency and timely communication. Identified and reported recurring support trends by analyzing cu
  • Evolve
    Overnight Trust & Safety Chat/Phone/Email Advisor
    Evolve
    Dec 2022 - Jul 2024 (1 year 8 months)
    Achieved five-star Guest satisfaction ratings by mediating conflicts and resolving crises in an overnight trust and safety advisory role via chat, phone, and email. Resolved high-stakes issues efficiently by providing accurate solution estimates, updating stakeholders on changes, and securing authorization before actions. Improved operational efficiency and customer experience by identifying root causes, recommending preventative strategies, and educating owners on best practices. Maintained compliance with safety and regulatory policies by following procedures for sensitive situations and promptly reporting incidents.
  • Evolve
    Overnight Guest Experience Email/Phone Associate
    Evolve
    Dec 2021 - Dec 2022 (1 year 1 month)
    Maintained a customer satisfaction score of 95%+ by responding promptly to high-volume guest inquiries via phone and email, leveraging emotional intelligence and problem-solving skills to resolve issues efficiently. Increased booking accuracy and reduced errors by 20% by securing and adjusting reservations across multiple platforms like Airbnb and Vrbo, while documenting all activities in Salesforce CRM. Consistently exceeded service level standards by advising guests on account navigation, booking process, and the unique value of Evolve properties, ensuring clear communication and thorough follow-up. Thrilled travelers with over-the-top service by delivering personalized assistance and solutions throughout evaluation and booking, collabora
  • e
    Lead Overnight Customer Service Chat/Email/Phone Specialist
    ezCater,
    Aug 2018 - Apr 2021 (2 years 9 months)
    Maintained a 98% customer satisfaction rating by resolving customer concerns promptly through chat, email, and phone, ensuring accurate information and timely follow-up on order status. Exceeded performance goals by 15% by providing organized, friendly support and proactively addressing customer needs to expand client relationships in a fast-paced service environment. Increased repeat business opportunities by advising customers on service options and tracking orders and shipments, ensuring timely updates and solutions for ongoing client accounts. Improved service efficiency by assisting with high-priority customer requests and resolving escalated issues overnight, adhering to company policies and safety procedures.
  • OpenTable
    Lead Technical Chat Support Specialist
    OpenTable
    Jul 2016 - Jul 2018 (2 years 1 month)
    Achieved 95% customer satisfaction score in a high-volume technical support environment by providing timely, friendly support and clear explanations to diverse clients, ensuring prompt resolution and positive customer interactions. Reduced average issue resolution time by 30% while supporting inbound customer phone calls and remote troubleshooting by utilizing probing questions, test scripts, and technical expertise to efficiently diagnose and resolve service, equipment, and account issues. Enhanced accuracy of support documentation and estimates by reviewing hardware and software configurations and communicating clear recommendations for improvement and ongoing care, increasing client understanding and trust. Maintained compliance with saf