Delora Fuentes

I bring over 10 years of customer service experience and several years of leadership experience. In my current role at ID.me, I support customers through chat, email, and video verification while handling sensitive identity verification issues with accuracy and empathy. I enjoy solving problems, building trust with customers, and working in fast-paced environments.

I am known for being dependable, patient, and detail-oriented, and I take pride in delivering a positive customer experience even in challenging situations. I am excited to bring my customer support expertise, strong communication skills, and dedication to helping others to a growing team.

General Support Representative at ID.me (2021-07 – Present)

• Maintain high levels of customer satisfaction with proactive follow-ups and clear communication.
• Verify member identification and follow verification procedures according to NIST compliance standards.
• Answer customer inquiries promptly and professionally, resolving 95% of customer issues on the first call for Veteran Affairs.
• Respond to member inquiries via Zendesk and escalate tickets to Jira when applicable.
• Provide a translation for Spanish-speaking Zendesk tickets and Zoom calls.
• Schedule Zoom calls to confirm that the member is the account holder for IAL2/LOA3.
• Effectively and routinely balanced multiple customers through multiple chat sessions at one time.
• Assist with documentation verification for the shop ID.me marketplace.

Amusement Department Manager at Round1 (2020-07 – 2021-08)

• Interviewed, hired, trained, mentored, and evaluated associates.
• Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
• Completed a weekly and monthly inventory of games, redemption stock, and crane stock, then submitted it to HQ.
• Planned, created, tested, and deployed games in Japanese cranes to meet and exceed customer expectations.
• Supervised and directed all merchandise and shipment processing.
• Organized promotional events and interacted with the community to increase sales volume.

Assistant General Manager at Torrid (2019-07 – 2020-02)

• Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Performed all bookkeeping functions, including payroll processing, invoice transmittal, calculated metric daily and weekly sales records, prepared bank deposits, and cash reconciliation.
• Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Implemented loss prevention tactics to deter theft while maintaining a welcoming environment for all customers.
• Rotated merchandise and displays to feature new products and promotions.

Administrative Assistant/Quality Control (Contractor) at Department of Justice (COPS) (2017-12 – 2019-03)

• Completed Quality Control of monthly progress reports from Police forces all over the United States and territories.
• Move files records to a digital format in the ARMA File system.
• Updated police district information, such as addresses, phone numbers, names, security clearances, and safeguards.
• Scheduled meetings and recorded and transcribed minutes of those meetings.
• Distributed weekly company updates in a mass email.
• Ordered office supplies & kitchen supplies, and invoicing of all supplies.

Administrative Assistant (Internship for School) at Don Beyer Volvo (2017-09 – 2017-11)

• Created reports on sales, inventory, and purchases using Excel & SharePoint.
• Revised contact information on employees for the Human Resources Department using Excel.
• Verified correspondence and ensured background and reference checks were completed.
• Prepared new employee files with I-9 forms and other confidential information.
• Filed paperwork, sorted and delivered mail, and maintained office organization.
• Answered the phone and performed clerical duties to assist the human resources department.

Lead Hostess Position (Full-time) at Jackson 20 at Kimpton Hotel Monaco (2016-02 – 2017-07)

• Managed special events coordination, ensuring seamless execution from initial inquiry through event completion.
• Coordinated schedules and seating plans for eight servers and 100 tables.
• Oversaw booking (OpenTable) with up to 200 reservations per shift.
• Collaborated with servers, kitchen, and staff to manage waitlist and ensure high performance.
• Exceeded guests' expectations by accommodating small children, disabled, or food allergies.
• Answered multi-line phone systems to schedule reservations and process room service orders.

Assistant General Manager (Full-time) at Robeks (2014-09 – 2016-01)

• Supervised day-to-day operations to meet performance, quality, and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Set up new campaigns and align existing ones during events and new product launches to maximize the number of leads generated.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Monitored food inventory and supplies to prevent waste.

Sales Associate/Assistant Manager (Full-time) at Crumbs Bakery (2012-08 – 2014-08)

• Promoted to Assistant Manager.
• Supported the general manager in all logistic operational tasks, such as the procedures for obtaining licenses and permissions, and administrative and general services processes.
• Performed all bookkeeping functions, including payroll processing, check control, invoice transmittal (paying the bills), daily and weekly sales records, prepared bank deposits, and cash reconciliation.
• Processed special orders using forms in Microsoft Word & Excel
• Arranged bakery displays to showcase baked goods, cakes, and cupcakes to drive product sales.
• Maintained cleanliness and hygiene in the bakery premises.

Bachelor of Business Administrative & Management in Business Administration & Management – Northern Virginia Community College

Vocational Training Certificate in Administrative Assistant – Northern Virginia Community College (2016-07 – 2016-12)

High School Diploma – Wakefield High School (2011-06)