DAURYS PACHECO

CUSTOMER SUPPORT ADVISOR

Sezzle

Sep 2024 - Jun 2025 (10 months)

Provide bilingual customer support (English and Spanish) via Zendesk through email, live chat, and phone, ensuring a fast, efficient, and positive experience for Sezzle users. Assist shoppers with inquiries related to payments, accounts, financing, and purchases, resolving technical and financial issues with accuracy and empathy. Guide users through the Sezzle platform and its features, clearly explaining policies, terms, and conditions. Escalate complex cases to appropriate departments while ensuring timely follow-up and resolution. Maintain high service quality standards by meeting key performance metrics such as response time, customer satisfaction (CSAT), and first contact resolution (FCR). Identify recurring issues and provide feedback

CUSTOMER SERVICE REPRESENTATIVE

Lean Solutions Group

May 2022 - Dec 2023 (1 year 8 months)

Contributed to significant revenue growth through effective client management and business development efforts. Built and maintained strong relationships with clients, understanding their needs and ensuring their satisfaction with the services provided. Collaborated closely with cross functional teams to ensure the successful delivery of projects and solutions. Ensured all solutions and processes adhered to industry standards and regulatory requirements.

S

CUSTOMER SERVICE REPRESENTATIVE

Sykes SA|

Sep 2021 - Mar 2022 (7 months)

Provided customer service following kind protocols and active listening skills, effectively handling requests, suggestions, and other inquiries. Ensured compliance with performance metrics and rotating schedules, demonstrating adaptability to new situations that may arise during calls.

BILINGUAL AGENT

Teleperformance

May 2021 - Jul 2021 (3 months)

Delivered customer service by applying kindness protocols and strong listening skills, effectively resolving requests, suggestions, and other inquiries. Maintained compliance with key performance metrics and adapted to rotating schedules, demonstrating flexibility and responsiveness to unexpected situations during calls.

BILINGUAL AGENT

Quantica BPO

Sep 2019 - Jan 2021 (1 year 5 months)

Followed company scripts and guidelines while maintaining a friendly and professional demeanor. Provided feedback to management on recurring issues or customer concerns to support continuous improvement in service quality. Collaborated with team members and other departments to ensure seamless customer experience. Accurately entered and updated customer information in the company's database. Addressed and resolved customer complaints and issues promptly and professionally.

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