A L L I S O N V I L L A N U E V A

A B O U T M E

With drive and ambition I am currently in search of the perfect full time opportunity that fits within the scope of my career ambitions. My ultimate goal is to find a position where I can apply both creative

thinking and the love of change both professional as well as personal growth. Company culture remains at most important to me.

E D U C A T I O N

I successfully obtained my diploma from

Primavera Online High School from 2015 to

2018.

E X P E R I E N C E

08/2022 - 05/2023 Cxloyalty/ JPMorgan Chase - Travel Agent Prioritize delivering excellent customer service to build loyalty Provide customized travel experiences and resolve issues Maintain knowledge of programs/tools, meet monthly metrics, and cross-train Collaborate with the team, attend meetings/training, and offer additional products/services. Assisted team members via chat with their calls/ questions. Journey of Life LLC - Owner

Manage all aspects of the business as the sole proprietor Responsible for accounting, taxes, sales and invoicing Create content for the business

Fulfill orders and handle customer service via chat on the website Facebook ( Temp Contract) - Social Media Specialist Provide knowledgeable support and answer inquiries related to products, accounts, or profiles as a customer service specialist

Skilled in diagnosing and resolving issues, and know when to escalate to internal teams to ensure timely resolution

Proactively follow up with users who are uncertain of next steps, providing regular updates and flag profile statuses

Dedicated to moving quickly through escalations to activate users' accounts efficiently 01 /2020 - Present

12/ 2021 - 06/ 2022

01/ 2021 - 11/2021 Bakkt App ( Temp Contract) - Customer Service Managed inbound calls, emails, and chats as a customer service representative at Bakkt Handled escalated or supervisor calls and addressed customer inquiries related to the app Undertook side projects, such as responding to Google and Apple App Store reviews Wrote help articles for both customers and internal employees Assisted in creating training materials for new agents Created macros for commonly used email and chat responses 01 / 2019 - 03/ 2020 Discover Card - Fraud Investigation and Student loans Managed inbound and outbound calls as a Fraud Investigator to ensure account security Utilized probing questions to identify potential fraud and provided solutions to prevent future incidents

Deescalated upset cardholders and investigated merchant details based on information provided

Assisted Student Loan Department for 3 months with application processing and approval notifications.

Assisted new hires in acclimating to their roles.

S K I L L S

My skills include problem-solving, multitasking, and being open minded. I am trained in Salesforce, Five9, Zendesk, Microsoft, Eblu, Work Place and Worldspan GDS System. Additionally, I am CPR, AED, and First Aid certified, hold a typing certificate for typing of 40 WPM, and have completed a HIPAA training class.

Claremore, OK

480-***-****

adzual@r.postjobfree.com