Summary:

Dedicated bilingual technical support expert committed to supporting both customers and team members quickly and effectively with a strong and solid background in both technical and customer service soft skills. Highly competent and devoted to conflict resolution, troubleshooting, investigation, escalation, reporting, and enforcing policy.

Work Experience:

MediaMath, 4 World Trade Center, NY, United States

Senior Product Support Specialist November 2022 to July 2023

●Provided senior-support level coverage for the MediaMath (MM) AdTech Programmatic platform, including weekend on-call shifts

●Troubleshooting issues as well as answering questions from both clients and internal departments related to the MM platform + underlying systems including Bidders and other relevant tools

●Investigating and advising on reporting discrepancies between MM platform and 3rd parties.

●Handling escalations from our T1 team, and further escalating issues when necessary to work with Engineers on resolutions

●Maintaining working knowledge and active handling of proper escalation procedure and Critical Incidents including company-wide notifications when applicable

●Collaborating with teammates as well as other internal departments to resolve urgent client issues to ensure smooth platform operations and ad spending

●Updating internal training materials and KB-related documentation

●Experience with Salesforce and Jira for ticketing and escalation, SQL queries to review account and campaign data, and advanced Excel formula and pivot table knowledge.

iContact, Morrisville, NC United States July 2016 to March 2022

Senior Product Expert; 2019 – 2022

●Promoted to Senior Product Expert with responsibilities of assistant manager

●Supervising a team of agents and monitoring queues, as well as delegating tasks to meet team and client needs

●Handling manager escalations, billing and refund escalations, and customer satisfaction survey follow-ups

●Enforcing of legal, billing and deliverability policies

●Running KPIs and statistic reports, as well as running QAs for support interactions

●Collaborating with other managers and departments to maintain and improve the flow of support interactions and daily operations

●Leveraging impressive customer service best practices (quarterly CSAT record averages of 97% and above for myself), while teaching other agents correct customer interaction methods, which helped maintain quarterly CSAT averages of 94% and up for the entire support team

●Training agents; acting as coach and mentor to teach and maintain required team skillsets

●Creating training materials, editing and updating the systems’ help portal via Zendesk

●Taking on additional projects and responsibilities including Billing, Collections, and Retention efforts to boost company revenue

Product Export – Pro Support 2017-2019

●Promoted to the iContact Pro Support team, working with more advanced accounts and features such as Workflows, Landing Pages, and Press releases

● Continued assisting with previous duties as a bilingual support agent and contributing towards Tier 2 role functions overflow

●Subject Matter Expert on different iContact platforms and sister brand applications along with strong understanding of general company functions and processes; regularly answering both customers’ and coworkers’ questions and concerns about specific account features and functionality, or company processes

●Working directly with Support Engineering (T3) and Development teams to research and resolve issues for customers, along with submitting regular feedback for platform improvements

Bilingual Product Expert 2016 - 2017

●Providing Bilingual technical assistance and world-renowned customer support to clients and users for the iContact Email Marketing Platform via phone, chat, and email support channels, primarily using Salesforce and Jira for ticketing and case reporting

●Resolving technical and design issues found while using the application, related to creating and sending marketing emails and surveys using both HTML and design views

●Assisting customers with their Deliverability concerns using relevant deliverability tools

●Helping customers manage their messages, sign-up forms, contacts, account settings, Landing Pages, and API/Integrations for contact lists

●Providing direction and useful advice to customers such as email marketing best practices to promote customer success

●Assisting with customer understanding, helping them navigate new and old systems (through numerous changes and iterations made to the platform)

●Updating UX and better understanding tracking statistics and other data related to their email marketing

HCL America, Cary, NC United States March 2015 to June 2016

Multilingual IT Helpdesk Analyst and Queue Manager

●Provided Global technical and cyber security support to Rockwell Automation Corporation through chat, email and phones for a multitude of applications, websites and tools while maintaining an excellent customer satisfaction survey record

●Duties included account and password security, problem troubleshooting, incident documentation, hardware/peripherals and software requests, installation, repair, server backups and restores, General helpdesk T1-T2 client assistance, security authentication, ticket routing and escalation, callbacks, providing top-level, excellent client support to general users and VIPs

●Used the following systems and applications daily: Active Directory, ServiceNow, AccessNow, Lotus Notes, Avamar, Palo Alto networks VPN, RSA and MFA hard and soft tokens, Cyberark, IFS, SQL, Microsoft Office (All), sharepoint, Cisco IP Phone, Citrix, and SAP

●Directly supported Rockwell Automation Inc. Rockwell Automation, the world's largest company dedicated to industrial automation and information, makes its customers more productive and the world more sustainable.

Funcom, Durham, NC United States June 2014 to February 2015

Multilingual Game Support Specialist ‘GM’ (Game Master)

●Provided customer support for a number online multiplayer games in English, Spanish, Russian, German, and French

●Resolved customers’ issues and concerns in a wide range of areas, from in-game matters to billing and account issues, inter-player mediation, and more

●Tasks involved communication via web chat and email with customers, discovering what their issue was, followed by careful in-depth research into the available database as well as free search of the internet to discover more information about the issue, and taking the appropriate steps to correct the problem at hand in a timely and efficient manner

●Created detailed reports on bugs and other issues encountered during a shift

●Provided timely checks to ensure systems are functioning correctly

Education

●Bachelor of Science, Linguistics, University of Florida Gainesville, FL May 2014

Additional Skills:

●All Microsoft office, and experience with different point of sales software, CRM, Salesforce, Active Directory, SQL and more

●HTML-Savvy

● Multilingual: Fluent in Portuguese, Spanish and English; Also speak some Italian and Hebrew (moderate)

●Can edit and translate documents to/from different languages and provide bilingual + communication coaching to colleagues

●Solid and concise writing skills for submitting feedback and reporting issues in cases and support tickets

●Good Interpersonal skills; can provide excellent and proper client and internal team support, both verbal and written

●Disciplined and focused, with excellent problem-solving and analytical skills

●Strong backgrounds in Computer Science, Linguistics and Developmental Psychology

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