Aaron Reciproco Email & Phone Number

Telepeformance McKinley WestAccount: Belong (Telco/ISP) – Customer Service Representative/Technical Support RepresentativeWork involves:1. Answering and resolving billing enquiries or disputes.2. Providing general information for speed plans available for the customers. Transferring calls whenever needed.3. Assisting in service disconnection or re-connection requests.4. Providing level 1 technical support for internet broadband connection concerns. Creates escalation tickets to level 2 team or Australia’s NBN team to fix broadband problems unresolvable via phone.

Ncr - National Capital Region, Philippines

AT&T UFO – Chat ConsultantWork involves:1. Assisting AT&T field technicians in performing 2nd level troubleshooting of AT&T and DirectTV technical issues.2. Assisting AT&T field technicians with basic customer billing inquiries.3. Assisting AT&T field technicians by redirecting them to proper teams such as Sales, Retention, etc.4. Daily tracking of chat cases for repeat chats.

Ncr - National Capital Region, Philippines

Zynga - Program SpecialistSeptember 2015 – January 2017Work involves: 1. Data mining and analysis (uses Splunk and Helpshift Analytics) and provides reports and feedback to clients and superiors2. Constant communication with clients (Skype calls and chats)3. Works closely with Management and Training team (aids in training preparation, creation of training manuals, collaborates with processes creation and implementation, performs adhoc tasks)4. Provides help and guidance to Team Leaders and Agents regarding CRM tool usage (Helpshift)5. Maintains several Google spreadsheets (games info, admin tool and crm access/issues tracker, etc)6. Constant testing of Helpshift crm tool in sandbox test environmentZynga Account – Resolution Specialist/SMEJune 2012 - September 2015Work involves: 1. Providing quality floor support/guidance for Zynga Player Support team2. Aiding Team Leaders in coaching agents and help them hit their target metrics3. Creating, analyzing and sending needed deliverables to superiors and clients that impact the account and Telus itself4. Constant communication with clients5. Data mining and analysisZynga Account – Customer Interaction AdvocateJuly 2011 – June 2012Work involves: 1. Answering Chats and Emails, assisting customers’ game concerns 2. Hitting target metrics while providing quality customer service

Bs Management Information Systems

Bs Biology