Charlene Pascal Email & Phone Number

Los Gatos, California, Us

Obtained Microsoft Azure Fundamentals Certificate.Next: CompTIA A+ CertificateNext: Amazon Cloud Practitioner Certificate.

Brooklyn, Ny, Us

Assisted customers on the phone, live chat, and email to place orders, respond to order inquiries, and resolve any outstanding order issues.Followed up with customers on any outstanding matters and provided additional assistance as needed.Processed returns, replacements, and refunds through the Uncommon Goods website.Developed a strong interest in product, product quality, and alignment with the Uncommon Goods brand.Maintained a ≥90% CSAT score.

Culver City, California, Us

Communicated with clients to answer questions and provided ongoing support using Zendesk ticketing, live chat, and Zoom/Google Meet sessions.Collaborated with multiple departments to present and discuss current and ongoing bugs and technical issues via JIRA.Tested out bugs using the client’s and personal testing environments to find workarounds or solutions to current issues.Performed OKTA-related tasks for internal and external users (adding, removing, and updating user information and password reset assistance).

Jersey City, Us

Assisted users with questions regarding funding, trading, and other mobile app features via Zendesk.Managed user accounts by updating personal data such as home addresses, bank accounts, phone numbers, and funding limits via Heroku.Processed deposit and withdrawal requests and contacted users regarding any funding issues or errors.Provided customer quality assurance to the newly implemented chat feature by monitoring and documenting grammatical and punctuation errors, unsatisfactory agent responses, delayed response times, etc.Vetted potential users by reviewing their credentials and checking for potentially fraudulent activity via SIFT.

Kingston, New York, Us

The primary point of contact for clients and regional lighting reps via Zendesk and phone.Provided Post-Sale assistance to clients, regional lighting reps, and sales reps regarding defective, missing, and aged-out products and components under and post-warranty.Used NetSuite to process replacement and return orders and provided tracking information.Collaborated with multiple departments to provide high-quality solutions to complex issues.Provided tear sheets and additional documents to regional sales reps and clients for up-to-date product information.

New York, Ny, Us

Answered questions regarding product information, catering and delivery services, and pricing information to customers and clients via Microsoft Outlook and phone.Processed, revised, and confirmed catering orders on Salesforce & Sertifi.Processed and monitored delivery and pickup orders from food ordering and delivery platforms (ex: GrubHub, DoorDash) via Salido and Relay.Monitored ≥ 70 catering orders weekly and partnered with Dutch Express Delivery to deliver catering orders throughout Manhattan and neighboring areas.Managed stores’ online menus and updated product availability throughout the day.Monitored delivery and in-store sales by submitting “Daily Sales & Hospitality Report” to Headquarters and General Managers by EOD.

Brooklyn, New York, Us

Interviewed, vetted, and onboarded an average of 100 service providers weekly.Trained newly approved service providers on navigating the platform through weekly live webinars.Provided customers and service providers with support via Zendesk, phone, and live text.Received weekly feedback from the leadership team regarding customers, service providers, and bookings.Monitored bookings between customers and service providers via Slack, Zendesk, and Heroku.Communicated with customers and service providers regarding last-minute canceled or no-show bookings.Lead office operations by scheduling weekly team lunches and office cleanings.

New York, New York, Us

Greeted customers entering the store.Provided product and service information to customers in detail and answered routine inquiries.Main liaison between customers and the corporate office when the general manager was absent.Communicated to multiple departments regarding in-store maintenance and IT issues.Deposited cash sales at the end of each shift and scheduled daily inventory reports with the delivery department.Delegated tasks to store employees and assisted in training new employees regarding daily tasks and SOPs.Operated Revel to itemize and complete an average of 50 to 75 customer purchases during every shift.