Jessica Flores

[email protected] • +52 2211003688 • Veracruz, Mexico

PROFESSIONAL SUMMARY

Customer service professional with 10+ years of experience driving measurable results across multiple industries. Improved customer satisfaction by 20% through effective conflict resolution and tailored support. Proficient in Zendesk and CRM workflows to streamline communication and boost efficiency. Focused on retention and solutions that support business growth.

WORK EXPERIENCE

Tour Connection Specialist
12/2023 - 01/2026
ToursByLocals , Vancouver, Canada (Remote)
• Resolved refund delays and sensitive cases within 24 hours, restoring client trust and loyalty.
• Designed guides and templates that reduced repetitive inquiries and improved customer support efficiency.
• Mastered new systems quickly and trained peers, accelerating team-wide adoption and productivity.
Customer Service Agent
05/2022 - 07/2022
Conduent , Nuevo Leon, Mexico (Remote)
• Met KPI’s within training period
• Became one of the best of the group within the first 2 weeks
Administrative Assistant
06/2020 - 03/2022
Ada De Hoyos Coaching , Puebla, Mexico (Remote)
• Increased monthly sales from 1 to 12 (average per month)
• Grew social media followers by 150% within the first 8 days
Executive Assistant
10/2017 - 02/2020
Mural de los Poblanos restaurant , Puebla, Mexico
• Increased meetings and events sales from 1 to 15 per month
• Maximized events’ size, going from 20 people to 130 people
• Learned how to use 3 different software in a month
Front desk agent
05/2013 - 03/2015
Courtyard by Marriott hotel , Puebla, Mexico
• Improved customer satisfaction levels moving from position 20 to 7 on TripAdvisor
• Decreased guest requests response time from 12 to 4 minutes

EDUCATION

Master of Finance
02/2018 - 07/2020
ISU University , Puebla, Mexico GPA: 4.0
Bachelor in business administration| tourism management
07/2008 - 11/2012
Benemerita Universidad Autonoma de Puebla , Puebla, Mexico GPA: 4.0

SKILLS

Technical Skills: CRM Tools (Zendesk, Salesforce)
Soft Skills: Problem Solving, Attention to Detail, Self-Starter, Organization, Client Focus
Tools: Remote Collaboration (Slack, Zoom, Teams), Microsoft Office
Other: Languages: Spanish (Native), French (Basic)

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