Technical and Customer service supportTechnical and Customer service support

Key Achievements:

• Provide customer and technical support for high-volume live-service games including Match Masters, Hitman World of Assassination, and 007 First Light through email and ticketing systems. • Resolve account, payment, transaction, missing-item, in-game purchase, gameplay, DLC, and account-access concerns across multiple gaming platforms. • Investigate connectivity, installation, update, and performance issues and provide clear workarounds and guidance. • Document verified bugs with reproduction steps and diagnostic information for escalation to development teams. • Partner with cross-functional teams during launch and post-launch operations to manage high ticket volumes and streamline support workflows

Key Achievements:

• Assist customers with BQool Repricer by explaining repricing calculations and pricing strategies. • Recommend subscription plans based on customer needs and business requirements. • Help Amazon sellers improve Buy Box performance and increase profitability. • Deliver Spanish-English bilingual technical and customer support while maintaining high service quality

Key Achievements:

• Handled customer inquiries through email, chat, and SMS regarding order status, shipments, returns, and product concerns for the Man Crates account. • Addressed 50+ customer concerns per shift while maintaining professional service and quality standards. • Increased CSAT by 12% within six months while using Zendesk for tracking and case resolution

Key Achievements:

• Provided technical troubleshooting for internet connectivity and networking issues for the GoNetSpeed account. • Guided customers through diagnostics, equipment configuration, and issue resolution using remote diagnostic tools

Key Achievements:

• Delivered technical support for internet and phone services. • Diagnosed connectivity and service issues through step-by-step troubleshooting and remote diagnostics. • Maintained high first-call resolution and customer satisfaction while handling complex network and service inquiries • Top Agent of the Year award

Key Achievements:

• Assisted business customers with VoIP system setup and configuration. • Supported number porting, call routing, and business phone solutions. • Delivered B2B technical support for cloud telephony services

Key Achievements:

• Delivered technical support for internet and telephone services through effective troubleshooting and diagnostics. • Resolved 40+ technical support tickets per shift using Zendesk and achieved a 92% CSAT score. • Resolved 50+ technical inquiries daily using Salesforce, achieving a 93% first-call resolution rate. • Ranked Top Agent in February 2017 (118.47%) and March 2017 (119.67%) based on overall performance. • Achieved Top 3 Agent status for F4L in January 2017 with 100% satisfaction rating and Top 2 Agent status in November 2016