Experience

Academic Urology and Urogynecology of Arizona

• Medical Practices
• 1 - 100 Employee

• Phone Operator Supervisor

  • Jun 2019 - Mar 2020

  Glendale, Arizona



Citizen Watch Company

• Canada
• Computer and Network Security
• 1 - 100 Employee

• Customer Service Lead

  • Jan 2017 - Nov 2018

  Torrance  Handle escalated calls  Assist customers via phone, tickets and email with parts orders, watch order, watch settings, and special programs  Handle social media inquiries  Assist team with questions and issues  Monitor calls for coaching and training  Assist with implementation of new systems along with testing new systems for team use  Approve time cards and time off requests



R & R - In - Minutes

• Accounting and Business Manager

  • Jul 2014 - Mar 2018

  Los Angeles, CA Create invoices and estimates for plumbing services. Maintain accounts payable, accounts receivables and project accounting. Create all other documents as needed. Handle company vendor applications and requests. Manage and maintain company licenses. Prepare monthly statements. Monitor and collect receivables.



Gamblit Gaming, LLC

• United States
• Computer Games
• 1 - 100 Employee

• Customer Support Lead

  • Oct 2014 - Jan 2017

  Glendale Build customer support department and staff. Create, maintain and implement all department policies and procedures. Create and maintain all training documents. Administer all training syllabus, schedule and documents. Project management for customer support department. FAQ creation and updates Maintain responsible gaming policies as responsible gaming expert. QA testing with test case building and execution. Participate in fraud prevention management. Product… Show more Build customer support department and staff. Create, maintain and implement all department policies and procedures. Create and maintain all training documents. Administer all training syllabus, schedule and documents. Project management for customer support department. FAQ creation and updates Maintain responsible gaming policies as responsible gaming expert. QA testing with test case building and execution. Participate in fraud prevention management. Product testing and training. Assist customers via email. Show less



Nexon

• Argentina
• Retail
• 1 - 100 Employee

• Customer Support Development Lead

  • Apr 2009 - Oct 2014

  El Segundo, CA Customer Support Development Lead 04/12 - Present Nexon America Inc., El Segundo, CA.  Create, maintain and administer training syllabus, schedule and documents  Train In-house and Outsourced CSRs remotely and onsite.  Supervise/Lead Email and Chat Communications  Launch Project Management  Manage and Supervise three outsourced teams onshore and offshore day to day assignments  Developed and Manage QA for Customer Support Department  Create and Implement… Show more Customer Support Development Lead 04/12 - Present Nexon America Inc., El Segundo, CA.  Create, maintain and administer training syllabus, schedule and documents  Train In-house and Outsourced CSRs remotely and onsite.  Supervise/Lead Email and Chat Communications  Launch Project Management  Manage and Supervise three outsourced teams onshore and offshore day to day assignments  Developed and Manage QA for Customer Support Department  Create and Implement Customer Support Processes and Policies  Handle some budgetary responsibilities with Training and Travel  Assist customers via email and chat handling all escalations  Product testing and training Senior Customer Support Representative 02/11 – 04/12 Nexon America Inc., El Segundo, CA.  Train In-house and Outsourced CSRs remotely and onsite.  Manage and Supervise outsourced team day to day assignments  Supervise team of in-house CSRs day to day assignments  Assign specific projects and assignments as needed to CSRs  VIP Program Management  FAQ creation and updates along with Wiki creations  Assist customers via email and handle all escalations  Product testing and training Customer Support Representative 07/10 – 02/11 Nexon America Inc., El Segundo, CA.  Assist customers via email and handle escalations  Train new in-house CSRs  In-game GMing  Product testing and training Temp Customer Support Representative 04/09 – 07/10 at Nexon America Inc. for Payrolling.com Temp Services  Assist customers via email  In-game GMing  Product testing and training  Train new in-house CSRs Show less



APR Consulting

• Advertising Services

• Tier II CSR for Toyota

  • Mar 2007 - Jul 2008

  Torrance, CA Temp Tier II Customer Service Representative 011/07 – 07/08 Toyota for APR Consulting Temp Services, Diamond Bar, CA.  Handle Tier 2 escalated calls  Assist customers and dealers via phone, email and letter  CSR Trainer for Tier I Representatives  Document every contact made with dealer and/or customer  Provide outside warranty assistance Temp Tier I Customer Service Representative 03/07 – 11/07 08 Toyota for APR Consulting Temp Services, Diamond Bar… Show more Temp Tier II Customer Service Representative 011/07 – 07/08 Toyota for APR Consulting Temp Services, Diamond Bar, CA.  Handle Tier 2 escalated calls  Assist customers and dealers via phone, email and letter  CSR Trainer for Tier I Representatives  Document every contact made with dealer and/or customer  Provide outside warranty assistance Temp Tier I Customer Service Representative 03/07 – 11/07 08 Toyota for APR Consulting Temp Services, Diamond Bar, CA.  Assist customers and dealers via phone, email and letter  Document every contact made with dealer and/or customer  CSR Trainer for Tier I Representatives Show less



Performance Nursery

• United States
• Wholesale Building Materials
• 1 - 100 Employee

• HR Admin/Office Asst

  • Mar 2006 - Mar 2007

  Manhattan Beach, CA HR Administrator/Payroll Administrator/Office Assistant 03/06 – 03/07 Performance Nursery, Manhattan Beach, CA.  Maintain and manage employee files  Maintain and manage payroll via ADP  Assist around the office where needed  Invoice reconciliation



Target

• Mexico
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Guest Services/Operator/Cashier

  • Oct 2004 - Mar 2006

  Guest Services/Operator/Cashier 10/04 – 03/06 Target, Seal Beach, CA. Guest Services  Assist customers with returns and exchanges  Document every contact made with dealer and/or customer Cashier  Assist customers during check out  Assist customers in locating items either in store or at other locations Operator  Assist customers via phone  Assist customers in locating items either in store or at other locations