Customer Service Technical Support

DORY SALCEDO

**** * **** **, *****, NE ***** H: 402-***-**** ****.***********@*****.***

SUMMARY

Results-driven agent bringing almost 5 years of related experience and seeking new position with room for advancement and career development. Capable of maintaining open communication with customers and handling concerns quickly to maximize satisfaction. Demonstrated ability to complete tasks accurately despite interruptions and competing demands. Articulate and driven to succeed. Strategic planning and client relationship management expert. SKILLS

• Hands on on and enjoys a

challenge

• Excellent communication skills

• Claims analysis and review specialist

• Handling denied claims

• Problem-solving and reasoning

• Authenticity and sincerity

• Program understanding

• Reporting and metrics, always

successful meeting my targets

• Policy standards and guidelines

• Documents and reports

• Payment handling

• Cheerful and energetic

• Analysis and problem solving

• Friendly and hardworking with high

energy

• Experience in Microsoft, Excel, and

Salesforce

EXPERIENCE

08/2019-06/2022 MERCHANT CONSULTANT

• ASSISTED MERCHANTS WITH CHARGEBACKS AND DISPUTES TO HELP MITIGATE LOSS. 10/2018 to 08/2019 Disputes/Claims

PayPal La Vista, NE

• Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions

• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

• Supported SSP and Disputes new hires and upskills in Mentoring. Helping to train these employees to deliver top-notch customer service and take care of all of our customer's needs

• Applied exceptional skills in communication and conflict-resolution to improve decision-making process

• Kept all information confidential

• Provided instruction in both classroom and individual settings to cultivate disputes, claims and SSP abilities

• Attended focus groups on how to improve our customer experience 04/2018 to 10/2018 Product Site and Support

PayPal La Vista, NE

• Delivered an exceptional level of service to each customer by listening to concerns and answering questions

• Inputted information from customer calls and assisted them with their merchant technical support issues

• Assisted our merchants with their PayPal Products such as PayPal Here, PayPal Buttons and integration

• Assisted our customer's with their shipping labels and resolving technical issues they may be having

• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction 04/2017 to 10/2018 Merchant Support

PayPal La Vista, NE

• Proactively identified and solved complex problems impacting operations management and business direction for our merchants. Provided solutions to deter claims and chargebacks

• Inputted information from customer calls to walk them through integration with their websites and buttons to assist them with a great customer experience both for them and their customers

• Conducted analysis to address integration issues which led to positive outcomes. Engaged, monitored, and set up our merchants for success

• Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions and giving them the utmost support

• Delivered an exceptional level of service to each customer by listening to concerns and answering questions which provided a trusted relationship with our merchants

12/2014 to 04/2016 Disputes and Claims

PayPal La Vista, NE

• Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

• Delivered an exceptional level of service to each customer by listening to concerns and answering questions

• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

• Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions EDUCATION AND TRAINING

1992 High School Diploma

Conestoga Jr/Sr High School Murray, NE

ADDITIONAL INFORMATION

H1 and H2 2016 Enterprise Excellence Award

Name Change Pilot with excellent metrics

Mentor Trained

Mentored for SSP and Disputes

2019 Q1 Excellence Award

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