Multilingual Digital Customer Solutions Specialist

Cassandra

Lherisson

Mobile 786-***-****

Email *********.*********@*****.***

Based in Miami, FL

EXPERIENCE

Visa Inc.

Digital Customer Service Associate 2016 — Present

• Delivered customer service across multiple channels (call, email, chat, entitlements, and enrollments) for various Visa products, ensuring customer satisfaction and smooth operations.

• Facilitated communication between cardholders, issuers, merchants, acquirers, and product offices, addressing inquiries and resolving product functionality issues.

• Supported Visa client institutions and program managers by resolving processing and application usage issues and onboarding new initiatives.

• Educated customers on Visa product usage and software applications, while serving as Digital SME for VPA to address processing issues and drive improvements.

• Trained in DPS procedures for card activation and loss/stolen cards, providing support to DPS teams and assisting with French escalations.

• Contributed to key projects, including town hall meetings, Data Steward training, surveys, awareness events, and Go Share with Data Policy and Governance initiatives. Zoom Group

Tax Preparer 2011 — Present

• Provided customer service and guidance on investment strategies, tax planning, and compliance, including reviewing financial records and preparing tax returns for individuals, corporations, and nonprofit organizations.

• Managed client tax accounts, ensuring timely payments, accurate billing, and compliance with tax laws while supporting issue resolution.

• Conducted client interviews to gather information on deductible expenses, allowances, and taxable income, preparing balance sheets and business tax returns.

• Oversaw office operations, accounts receivable, and team supervision to maintain efficient workflows and successful task completion.

Interval International

Advisor, Account Coordinator Resort Assistance 2000 — 2016

• Served as a liaison to affiliated resorts, managing member accounts, verifying inventory and ownership transfers, and resolving issues related to relocations and memberships.

• Oversaw financial processes, including collection of maintenance fees, preparation of profitability reports, invoice submissions, and payroll coordination with accounting teams.

• Coordinated special projects with managers, maintained direct communication with resort contacts, and ensured accurate reporting and account management.

• As a Diamond Resort Advisor Managed reservation and point transactions, including travel requests, bookings, and timeshare exchanges, using the ATLAS reservation system.

• Collected maintenance fees, club dues, and processed invoices, providing billing history and activity reports to accounts payable.

• Educated resort owners on point usage operations and timeshare exchange processes to enhance customer understanding and satisfaction.

• As a Member Services / Vacation Advisor - responded to incoming service calls, delivering high-quality support to meet organizational objectives and enhance member satisfaction.

• Provided specialized assistance to members at designated and newly affiliated resorts, ensuring exceptional service for unique needs.

• Processed transactions and fulfilled member requests using the point system and third- party service accounts, leveraging expertise in multiple systems. PROFESSIONAL SUMMARY

A highly detail-oriented professional with

expertise in accounting and customer service,

recognized for strong analytical, technical, and

problem-solving abilities. Skilled in both written and verbal communication, with a proven

aptitude for quickly learning new systems and

maintaining organization in dynamic

environments. Equally adept at working

independently with minimal supervision and

collaborating effectively within team settings.

Resourceful and efficient, with a track record of

successfully managing diverse projects by

prioritizing tasks and driving them to completion. CORE COMPETENCIES &

SKILLS

Language Skills:

Fluent in English, French, and Haitian Creole

Technical Skills:

Project Management, Customer Service, Tax

Preparation and Accounting, Digital Tools and

Systems, Analytical Skills, Translation and

Communication, Digital Strategy, Research,

Copywriting, Documentation, Technical

Troubleshooting, Team Collaboration and

Management

Experienced working with:

Workforce management, SharePoint, Asana,

Jira, Tableau, Citrix, CRM, Avaya CMS, IWS,

MDS NICE, Task Office, ShiftLeft, Microsoft

Office Suite, Google Workspace, Micro

Strategy, QuickBooks, and Canvas

EDUCATION & CERTIFICATE

HIGHLIGHTS

Blue Horizon Interpreter Training Online

The Community Interpreter Certificate

Present

Stanford University Continuing Studies

Introduction to Project Management Business

Course Summer 2024 Fundamentals of

Project Management Business Course Fall

2024

Kaplan University

Bachelor of Science in Accounting 2009 -

2012

H&R Block

Income Tax Certification 2010

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