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Customer Support Specialist at Wooga with 9 years in the gaming and education industries
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Competencies
Proficient in resolving technical issues and delivering high-quality support across multiple platforms.
Skilled in moderating content and ensuring a safe community environment through proactive measures.
Experienced with Zendesk, Salesforce, Helpshift, and MS Office to optimize customer support workflows.
Exceptional at providing personalized assistance and maintaining positive customer relations.
Education
Languages
Summary
Dedicated support professional with nearly a decade of experience in technical troubleshooting, content moderation, and client engagement across gaming and education sectors. Proven track record of enhancing user experience and ensuring community safety.
Key Achievements
- Resolved complex technical issues, reducing user downtime and enhancing app ratings at Wooga.
- Maintained a 100% satisfaction rate by delivering personalized support to students, teachers, and administrators at Schoology.
- Moderated sensitive content to ensure a safe online environment, supporting community trust and safety initiatives.
- Utilized Zendesk, Salesforce, and Helpshift to streamline support processes and improve response efficiency.
Experience
Customer Support Specialist
Resolved complex website and mobile application issues, minimizing user downtime and improving overall app ratings.. Moderated sensitive and offensive content to ensure a safe community environment, adhering strictly to social media parameters.. Managed high-volume ticket queues with minimal wait times, meeting strict KPIs for response speed and quality.. Identified and reported emerging queue trends to the product team, allowing for proactive fixes of systemic bugs.
Customer Support Representative
Provided real-time solutions via live chat, phone, and ticketing systems for students, teachers, and administrators.. Achieved a 100% satisfaction rate by delivering personalized, high-touch support for complex EdTech issues.. Safeguarded user data by identifying and escalating PII risks in compliance with privacy regulations.