Melissa Flores

Help Desk and Technical Support professional with experience providing Tier 1 customer and user support in regulated environments, including financial services and enterprise systems. Proven ability to troubleshoot technical issues, document incidents, and deliver timely support via phone and remote tools while adhering to compliance and service-level requirements. Experienced supporting Salesforce-based platforms, participating in UAT testing, and maintaining accurate documentation.

Recognized for strong communication, customer service excellence, and efficient issue resolution.

Help Desk Analyst at Oriental Bank (2025-10 – 2026-01)

• Provided Tier 1 help desk support to banking customers, assisting with system access, account-related technical issues, and online banking functionality
• Responded to high-volume customer inquiries via phone, ensuring accurate issue identification and timely resolution
• Documented customer issues and resolutions in internal tracking systems in accordance with banking compliance and data privacy requirements
• Troubleshot basic technical and access-related issues, escalating complex cases to higher-tier support teams as needed
• Delivered professional, customer-focused support while maintaining confidentiality and adherence to financial regulations

Senior Recruitment Specialist at Nielsen Company (2022-01 – 2024-01)

• Provided front-line technical and operational support for recruitment systems, including Salesforce and NCM platforms
• Assisted users with system navigation, issue resolution, and process guidance to ensure uninterrupted operations
• Created and maintained SOPs and training documentation to improve team consistency and system usage
• Participated in User Acceptance Testing (UAT) for system updates, validating functionality and identifying issues prior to release
• Generated reports and supported data accuracy initiatives to improve recruitment efficiency
• Delivered training and one-on-one support to new team members, improving onboarding effectiveness

Technical Specialist at Nielsen Company (2021-01 – 2022-01)

• Installed, supported, and remotely troubleshot metering platforms to ensure accurate system performance
• Provided Tier 1 technical assistance to end users, guiding them through equipment usage and security protocols
• Diagnosed and resolved technical issues remotely, escalating complex issues when required
• Participated in testing system updates for Salesforce and NCM platforms

Panel Relations Specialist at Nielsen Company (2009-01 – 2021-01)

• Delivered technical support and training to internal teams on resolving system and equipment issues
• Assisted with system implementations and large-scale technology initiatives
• Participated in UAT testing for system updates and scheduling tools
• Identified and resolved recurring technical issues to improve productivity

Master of Education in Counseling – Ana G. Mendez University

Bachelor of Arts in Education – Ana G. Mendez University