Experience

Deel

• United States
• Human Resources Services
• 700 & Above Employee

• QA Analyst

  • Feb 2023 - Present

  * Review and conduct QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents* Review DSAT tickets and provide an overview of issues and improvement opportunities to team leads. * Identify trends, patterns, and gaps in overall Support performance and proactively communicate them to relevant teams. * Collaborate with Enablement, Training, and managers to address and remedy trends or gaps detected on pod and Support levels* Collaborate with Team Leads to address and remedy agent-level trends and gaps. * Support Team Leads in executing the Performance Improvement Plans. Show less

• Customer Support Specialist

  • Jun 2022 - Feb 2023

  - Delivering world-class customer support.- Learning the Deel platform and product inside out.- Creating customer support documentation and guides.- Holding high levels of professionalism and Deel product knowledge.- Working with the business operations team to optimize support workflows.- Providing first-line customer support and working on projects to optimize the support workflow.



King

• Sweden
• Entertainment Providers
• 700 & Above Employee

• Customer Support Team Lead

  • Jan 2022 - Jun 2022

  • Responsible for overseeing all activities performed by a team of Gaming Support Agents• Conduct team meetings to update members on best practices and continuing expectations.• Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.• Generate and share qualitative and quantitative detailed reports about team performance based on KPI’s and mission-related objectives.• Develop strategies to promote team member adherence to company regulations and performance goals.• Answers team member questions, helps with problems, and oversee team member work for quality and guideline compliance.• Working closely with the Project Operations Manager to ensure that agent and project specific issues are being dealt with correctly. • Work closely with other departments such as, Human Resources and Quality Assurance. Show less

• Customer Support Agent

  • Feb 2021 - Dec 2021

  - Handle incoming emails (English and Spanish)- Follow established procedures to provide accurate responses to our users- Provide troubleshooting assistance and reply to customer inquiries- Handle and reply to complaints or feedback- Quality Assurance: Responsible of the creation and evaluation of quality metric reports for customer service agents



2K

• Computer Games
• 700 & Above Employee

• Gaming customer support agent

  • Aug 2020 - Dec 2020

  - Handle incoming emails (English and Spanish) - Follow established procedures to provide accurate responses to our users - Provide troubleshooting assistance and reply to customer inquiries - Handle and reply to complaints or feedback - Quality Assurance: Responsible of the creation and evaluation of quality metric reports for customer service agents - Handle incoming emails (English and Spanish) - Follow established procedures to provide accurate responses to our users - Provide troubleshooting assistance and reply to customer inquiries - Handle and reply to complaints or feedback - Quality Assurance: Responsible of the creation and evaluation of quality metric reports for customer service agents