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Work Experience

Hey there! Ever since I jumped into the workforce, customer support has been my main gig – you could say it's my specialty. I thrive on making sure folks have a smooth experience, whether it's answering questions or sorting out issues. It's all about putting a smile on the customer's face, and I've been doing just that since day one. Ready to bring that same passion to the table for whatever you've got in store!

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Jayride Group is a Sydney, Australia-based Internet company that operates Jayride.com, an online marketplace for travellers to compare the shared airport shuttle and private transfer companies.

 

At Jayride, I've been mixing things up as a Team Leader and Customer Support Rep. Our goal is simple – giving awesome service and going the extra mile with my energetic team to make customers extra happy. I've been adding my own enthusiasm to help Jayride shine – making sure every interaction leaves a mark.

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Valyou furniture is a relative newcomer for the US furniture market. Originally serving the Hawaiian islands with affordable furniture in a market that is known for expensive shipping, Valyou has a unique story. They have been rapidly expanding to serve the continental US, and offer attractive prices with high value designs.

 

I am delighted to be a part of the Valyou Furniture team! My contributions have played a significant role in propelling the company from modest profits to substantial gains in revenue. As a passionate advocate for exceptional customer support and sales performance, I remain committed to driving positive outcomes that exceed expectations.

IntouchCX is a global BPO leader in customer support, providing dedicated agents, advanced technology, and customized strategies for innovative brands. Under 24/7 Intouch, I've worked on two accounts. Respectively, Walmart and Instacart.

 

Walmart Inc. is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores in the United States, headquartered in Bentonville, Arkansas.

 

Maplebear Inc., doing business as Instacart, is an American delivery company based in San Francisco that operates a grocery delivery and pick-up service in the United States and Canada accessible via a website and mobile app.

 

As a Team Leader Intern and Subject Matter Expert in Customer Support, I have successfully led both the Walmart and Instacart teams. My passion and expertise drive operational efficiency while ensuring unparalleled customer satisfaction.

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TTEC is a global customer experience (CX) technology and services company focused on the design, implementation, and delivery of exceptional CX.

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Under Teletech, I worked at their DoorDash account. DoorDash, Inc. is a San Francisco–based company that operates an online food ordering and food delivery platform. DoorDash is the largest food delivery company in the United States.

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In my role at Doordash as a Subject Matter Expert and Customer Support Representative, I am committed to delivering expert assistance that upholds a seamless and positive experience for both customers and drivers. I aim to contribute to Doordash's overall reputation for excellence.

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Sykes Enterprises, Inc. was an American multinational business process outsourcing provider headquartered in Tampa, Florida. The company provided business process outsourcing services, IT consulting, and IT-enabled services, such as technical support and customer service.

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In my role as a technical support representative with a focus on education, I am committed to providing a seamless experience for educators and students by promptly resolving any issues. By doing so, I aim to contribute to a thriving educational environment where learning is optimized.

Apr 2022 – Dec 2023

Team Leader | Customer Support Representative

  • Developed and implemented initiatives, leading to increase in productivity.

  • Communicated organizational objectives and ensured team alignment.

  • Conducted training sessions, resulting in improvements in performance metrics.

  • Cultivated a positive team culture, fostering collaboration and creativity.

  • Implemented project management best practices, enhancing client satisfaction.

  • Facilitated open communication, promoting transparency and information sharing.

  • Collaborated with cross-functional teams to streamline processes.

  • Conducted regular reviews, leading to an increase in individual and team performance.

  • Implemented improvement plans for professional development.

  • Resolved conflicts, reducing interpersonal issues.

  • Implemented effective conflict resolution strategies

Dec 2020  - Oct 2021

Customer Support Representative II | Sales Representative

  • Provide comprehensive assistance to customers regarding product inquiries, orde status, and after-sales support.

  • Address and resolve customer concerns with a focus on maintaining customer satisfaction.

  • Assist customers in making informed purchasing decisions by providing produc information, features, and benefits.

  • Collaborate with the sales team to meet or exceed sales targets, offering promotional deals or discounts when applicable.

  • Process customer orders accurately and efficiently, ensuring timely delivery and addressing any issues related to shipments.

  • Develop a deep understanding of Valyou Furniture's product line to effectively answer customer queries and recommend suitable products.

  • Handle and resolve customer issues or complaints promptly, collaborating withrelevant departments to ensure swift resolutions.

  • Work closely with various departments, including logistics, warehouse, and sales, tostreamline processes and enhance the overall customer experience.

  • Generate and analyze sales reports, providing insights and recommendations t optimize sales strategies and improve customer satisfaction

Sep 2019 - June 2020

Team Leader Intern | Subject Matter Expert | Customer Support Representative

  • Guide and support the customer support team, ensuring adherence to processes andmaintaining a positive work environment.

  • Provide in-depth knowledge to assist with complex product-related queries for bothcustomers and team members.

  • Handle escalated customer inquiries, demonstrating advanced problem-solving skillsfor timely resolution.

  • Monitor team performance, track key metrics, and provide constructive feedback forimprovement.

  • Identify opportunities to streamline customer support processes and contribute toefficiency improvements.

  • Facilitate effective communication within the team and act as a liaison between teammembers and management.

  • Work collaboratively with other departments to address customer concerns andcontribute to overall customer satisfaction.

  • Assist in training new team members, ensuring a smooth onboarding process and maintaining consistent service quality.

  • Gather and analyze customer feedback to improve team processes, identify trainingneeds, and enhance overall customer satisfaction initiatives.​

May 2018 - May 2019

Subject Matter Expert | Customer Support Representative

  • Understand TeleTech's products and services well.

  • Assist customers with their questions and problems, making sure they have a good experience.

  • Handle tricky customer issues, figuring out solutions efficiently.

  • Help train new team members, sharing what you know to improve everyone's knowledge.

  • Stay updated on industry news and new things about TeleTech's products.

  • Contribute to guides and FAQs to help others solve problems faster.

  • Deal with difficult customer issues, working with different teams to fix things.

  • Look at customer feedback to find ways to make things better.

  • Team up with other departments like product development and training to share what customers are saying.

  • Make sure you hit goals like making customers happy and solving issues quickly.​

Nov 2016 - Mar 2018

Technical Support Representative

  • Provide technical support to customers, addressing and resolving issues with products.

  • Efficiently diagnose and resolve technical problems, ensuring customer satisfaction.

  • Develop an understanding of products and services to provide accurate information.

  • Stay updated on product updates and industry trends to stay informed and improve technical expertise.

  • Gather and analyze customer feedback to identify areas for improvement and

  • enhance the quality of technical support provided.​

Carlo Marquez

Support Operations Manager

Jayride

"Floyd's leadership style is marked by a rare blend of professionalism, integrity, and a strong sense of responsibility. His capacity to navigate challenges with resilience and composure has been instrumental in achieving our team's objectives."

Franklin Agravante
Senior Training Facilitator

Lyft and Walmart

"Floyd is a true team player, and always manages to foster positive discussions. I can confidently recommend him to join any team. As a dedicated and knowledgeable employee, and an all-around great person, I know that he will rise to the challenges of a new position, and be a beneficial addition to any companies."
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