Experience

Skillz Inc.

• United States
• Performing Arts

• Player Support Agent

  • Jun 2021 - Present

  Handling player inquiries and issues directly from our players Handling escalated issues from outsourced support agents Revising and building player facing support templates, FAQ’s and other materials Identifying and reporting player trends and issues to other areas of the business Maximizing player retention Completing ad hoc projects to support the Player Support team Contributing strategically to the growth and direction of Skillz products and services Handling player inquiries and issues directly from our players Handling escalated issues from outsourced support agents Revising and building player facing support templates, FAQ’s and other materials Identifying and reporting player trends and issues to other areas of the business Maximizing player retention Completing ad hoc projects to support the Player Support team Contributing strategically to the growth and direction of Skillz products and services



Dialpad

• United States
• Software Development
• 700 & Above Employee

• Technical Support Ambassador

  • Aug 2020 - Nov 2020

  Handled Technical Support for "Highfive" product line which was acquired by Dialpad. Dialpad’s mission is to make business communications great. Built on the Google Cloud Platform for unmatched security, reliability and scale, Dialpad’s product suite covers the full range of modern business communications needs with Dialpad Talk, Dialpad Support and UberConference solutions all powered by VoiceAI. Today more than 55,000 of the world’s most innovative businesses use Dialpad and its seamless integrations with Google G Suite and Microsoft Office 365 to be more productive." Investigate and document complex technical issues, escalating when appropriate. Interact and coordinate with other departments to resolve escalated customer issues. Innovate methods to drive positive changes for our customers and product. Show less



Highfive

• France
• Technology, Information and Internet
• 1 - 100 Employee

• Technical Support Ambassador

  • Oct 2019 - Aug 2020

  Expertly handle incoming support requests (by video, email, phone & chat), providing assistance for setup and use of the Highfive video conferencing service. Providing customers with the information and resources they need for their organization to get the most from the Highfive service. Investigate and document complex technical issues, escalating when appropriate. Interact and coordinate with other departments to resolve escalated customer issues. Innovate methods to drive positive changes for our customers and product. Show less



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Tier 2 Chat Support

  • Sep 2015 - Jul 2019

  Taking over and assisting with cases that need additional handling and orfurther escalation. Documenting and creating escalation tickets. Processingrepairs. Maintaining ownership and ensuring resolution. Identifying anycommon and or emerging trends and reporting.- iOS Software and Hardware- iPadOS Software and Hardware- WatchOS Software and Hardware- macOS Software and Hardware- iCloud / Apple Pay / Apple ID- FaceTime & iMessage- iTunes / iTunes Store

• Applecare Advisor

  • Oct 2006 - Jul 2019

• Tier 2 iOS Support

  • Jun 2007 - Sep 2015

  Taking ownership of any unresolved cases from Tier 1 that required additional handling for unresolved or more complex issues that required us to work with Engineering / Customer Relations / Executive Relations or Special outreach. - iOS- iPhone- iPad- FaceTime- iMessage- iCloud- Apple ID- Apple Pay- iTunes- Safety Escalations

• CF: Information Specialist

  • Mar 2012 - Aug 2015

  Information / Data collection, Analysis & Special outreach

• CF: Site Support Engineer

  • Jul 2014 - May 2015

  Assisted CF Support with their escalations for unresolved / complex issues that needed additional handling or further investigation. Created and delivered training to CF Tier 2 Team and attended meetings to report on important items. Created processes and procedures to improve the group and maintain quality control.- Handled escalations from CF Support- Created training, processes & procedures to improve quality control- Documented & Escalated Bugs- Special Projects

• Apple Special Outreach Specialist

  • Apr 2014 - Jul 2014

  Assisted Executive Relations and Apple Engineering with special outreach to customers that needed VIP handling. Assisted with special projects. - BBB Outreach- Safety- Executive Relations Outreach: Assisting customer's with their Technical Issues- Engineering Outreach: Assisting Engineering with helping customer's with more complex issues- Special Projects

• Apple Flex Lead

  • Sep 2013 - Mar 2014

  Created reports for trending issues. Assisted with creating and delivering training. Helped improve and create processes and procedures that assisted with support quality control. - iOS Software & Hardware- macOS Software & Hardware

• Apple Community Support Specialist

  • Jun 2007 - Mar 2009

  Assisted the Apple Discussions Community with any technical support inquiries posted. Documented any emerging or trending issues and submitted daily and end of week reports. Ensured that the community followed community rules and reported any accounts that violated community rules to escalated community team.- All Apple Hardware- All Apple Software- All Apple Services

• Tier 1 Wireless Multi Media Support

  • Feb 2007 - Jun 2007

  Tier 1 Support for Wireless Multi Media. Assisted customers withgeneral troubleshooting, how-to, setup assistance, and repairs for their Apple Wireless products. Escalated customers that met requirements for unresolved issues, and or emerging issues to Tier 2 Support for additional assistance.- Airport Extreme - Airport Express- Airport Time Capsule- Apple TV

• Tier 1 Windows OS Support

  • Nov 2006 - Feb 2007

  Tier 1 for Windows OS group. Assisted all customers whopurchased Apple hardware / software for use on their Windows computers.Organized and better determined overall support structure for Windowssupport base and Apple products.- Apple Mouse- Apple Keyboard- QuickTime / QuickTime Pro- iTunes- iPod- Airport Extreme & Airport Express

• Tier 1 iPod Support

  • Sep 2006 - Nov 2006

  Tier 1 for iPod Team. Assisted customers with generaltroubleshooting, how-to, first time assistance and repairs. Escalated customers that met requirements for unresolved issues, and or emerging issues to secondary support for additional assistance.- iPod Classic- iPod Shuffle- iPod with Click Wheel- iPod Mini- iPod Nano- iPod Touch