Ricardo Flores
Escalation Resolution Associate @Viator
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WORK HISTORY
Escalation Resolution Associate @Viator
Oxford, GB
Supporting customers by resolving their queries through phone chat and email contacts.• Play a key role in B2B and B2C resolutions regarding amendments, refunds and cancellations of bookings made at Viator/TripAdvisor.• Navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.• Utilise reporting tools to provide data analytics and key customer insights, including true customer value, segmentation demographic profiling and propensity.• Resolving and reporting B2B and B2C compliance cases inside Salesforce CRM, BrainTree, Absorb system, JIRA Projects, and Tableau.
EDUCATION
Universidad Nacional Autónoma de México
Diploma of Education, Diplomado en Técnicas y Modelos de la Estadística para Análisis de Datos
Universidad Nacional Autónoma de México
Diplomado en Defensa y Seguridad Nacionales, Relaciones internacionales y estudios sobre seguridad nacional
Université de Montréal
Scholarship International Relations and International Security Studies
El Colegio de México
Estancia de investigación, Relaciones internacionales y asuntos exteriores
Universidad Nacional Autónoma de México
Bachelor of Arts, Political Science and Public Administration
Tecnológico de Monterrey
Diploma in Social Media Crisis Management and Public Relations, Business/Corporate Communications
University College Dublin
Master of Science - MS, Social Data Analytics
ABOUT RICARDO FLORES
Talented Business Intelligence Analyst with proven experience delivering high-quality…
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