David Brenes Email & Phone Number

Costa Rica

Costa Rica

San Jose, Costa Rica

Heredia, Costa Rica

San Jose, Costa Rica

• As an Analyst I handled requests from the offices onshore to setup and QA marketing campaigns for the accounts of Sprint and American Express, handling critical requests for the largest clients. This required careful.
• Perform QA on data received including creative files, URLs and general setup of the campaign’s configuration
• Traffic campaigns using DFA/DCM
• Maintain close track of every campaign assigned to me to ensure proper performance
• Provide reporting on different areas of the campaigns including Pre-Traffic status, Post-Traffic status, Live Status, Terminated campaigns, ads, placements, creative files and URLs, as well as other activity reports.
• Successfully optimized Excel files to increase process efficiency

San Jose, Costa Rica

• In charge of assisting Kindle owners with any technical issues they could experience with the device
• Assisted leadership with technical mini-seminars to new hires in regards of newly released products
• Provided background assistance to leadership during peak times assisting my peers with issues handling customer issues.
• Filed and followed up with trouble tickets submitted to the Kindle engineers in order to resolve complex technical cases
• Maintain track of new found tech issues in the devices and report back on a weekly basis to the management and the development lab

San Jose, Costa Rica

• Provided floor support to all Customer Service representatives making sure they would educate the customer and confirming resolution on every case
• Responsible for driving performance of up to 21 CS representatives with successful results decreasing handle time and improving service quality by 35% in the first month in the position
• Analyzed daily metrics and provide a master report to higher management with detailed description of all important KPI’s
• Coached performance and elaborated a annual of best practices to aid the efforts of the Quality Improvement team
• Participated in 7 improvement projects ranging from reporting capabilities to implementing a faster process in the system to reduce customer effort. All projects were successfully implemented.
• Work in conjunction with different departments in several locations around the world to coordinate the management of service queues and performance improvements

San Jose, Costa Rica

• I was in charge of handling all licensee accounts for the poker network including support, monthly reconciliation reports; take care of bonus and tournament requests, among other tasks. Additionally I am in charge of.
• Provide resolution to issues brought by Licensees related to Customer Support, Cashier, Operations, Promotional Campaigns and on-demand.
• Provide updates on client development, new network wide promotions and new/modified network regulations.
• Complete bonuses and tournament requests
• Provide resolution to tech requests, cashier and fraud inquiries as well as general operations.
• Extensive reporting of all activity in detail

San Jose, Costa Rica

The Manager of the Poker product from Nine.com demanded series of tasks that involved:Customer Service: Train agents, develop and establish all operative procedures, decision making and extensive performance reporting using Excel and in-house data warehouse programWebsite Management: Decide over content, design and format, I had a Designer and a Programmer.

San Jose, Costa Rica

• My duties as a CM represented a variety of tasks that included:
• Deal with extreme cases of disputes from customers that were not satisfied with the solution provided by the Supervisor.
• Investigate cases of related accounts for possible fraud, collusion or any other irregular activity.
• Handle and resolve chargeback, NSF cases directly with the customers involved.
• Handling and resolving specific and special issues that required special verification and review.
• Keeping track of the technical problems that were affecting the software on the customers' side and inform them to the IT department.Coordinated with the supervisor whenever an 'emergency' happened to our game.