Customer Support Specialist

• May 2023 - Present

Customer Support Representative

• Nov 2020 - May 2023

Provided ticket-based technical support for videogames delivering a world-class customer experience. Interacting with clients from all over the world, assessing their needs, and helping to troubleshoot from billing to technical issues across many platforms and/or escalate to specialized departments.- Got promoted from a temporary to a permanent position for exceeding metrics delivering excellent performance and surpassing expectations.- Nicknamed a "detective" for delivering excellent results under challenging scenarios using superb research skills.- Contributing to the internal knowledge base by reproducing, documenting, and reporting bugs and trending issues to create resources for internal and public help articles.Recognized on multiple occasions for consistently achieving a monthly perfect score in all metrics (mainly CSAT). Show less

Customer Support Lead

• Nov 2021 - Apr 2022

Delivered high-level support to Tier 1 agents during peak and off-peak seasons. Ensured compliance by monitoring QA on interactions for both entry-level and experienced agents team members through orientation and live practice sessions.Mastered the ability to simplify technical and complex terms for new agents and clients.Optimized the company's workflow by identifying progress opportunities and suggesting improvement.- Contributed to building and maintaining a proactive and positive environment.- Received very positive feedback from Tier 1 agents following training sessions and throughout work.- Assisted the management team with numerous administrative tasks. Show less

Translator

• Apr 2020 - Sep 2020

Demonstrated oral and written proficiency in English and Spanish. Brought forth the ability to verbally translate written materials. Finished each job with accuracy and timeliness. Provided translation services in a variety of settings. Demonstrated oral and written proficiency in English and Spanish. Brought forth the ability to verbally translate written materials. Finished each job with accuracy and timeliness. Provided translation services in a variety of settings.

Customer Support Associate

• Nov 2019 - Feb 2020

Achieved optimal customer service by gaining a strong working knowledge of company procedures and protocols. Addressed/resolved issues of both Spanish and English-speaking customers through chat, email, and telephone. - Attained the highest level of customer satisfaction by offering excellent customer service and timely resolving issues. - Cultivated solid professional relationships with clients, team, and management heads to achieve desired results. Achieved optimal customer service by gaining a strong working knowledge of company procedures and protocols. Addressed/resolved issues of both Spanish and English-speaking customers through chat, email, and telephone. - Attained the highest level of customer satisfaction by offering excellent customer service and timely resolving issues. - Cultivated solid professional relationships with clients, team, and management heads to achieve desired results.

Visual Merchandising Jr. Supervisor

• Apr 2018 - Oct 2019

Planned, developed, and executed overall business visual merchandising strategy. Created appealing and eye-catching visual displays for stores to attract visitors.- Formulated effective floor plans and layouts for opening and re-opening stores in all seasons.- Trained staff in both visual merchandising and customer service to achieve desired results reflected in the work environment and sales.

Visual Promoter and Salesman

• Feb 2018 - Apr 2018

Delivered customized face-to-face cross-selling labor delivering excellent customer service and increasing sales indicators.- Worked to ensure a neat and attractive sales environment and assisted in the setup of visual displays.- Managed the inventory of multiple items in storage.

Outside Salesman

• May 2016 - Nov 2017

Worked to achieve high customer satisfaction rates by providing excellent customer service. Constantly trained to obtain various certificates to ensure high quality service (Friedman Group) Assisted with food/dessert preparations. Identified and maximized sales opportunities. Worked to achieve high customer satisfaction rates by providing excellent customer service. Constantly trained to obtain various certificates to ensure high quality service (Friedman Group) Assisted with food/dessert preparations. Identified and maximized sales opportunities.