Edgardo Villanueva Email & Phone Number

California, United States

San Francisco, California, United States

● Conduct fitness classes focusing on fight technique training (Boxing), strength building, and athletic conditioning.

San Bruno, California, United States

● Develop and implement social media plans to enhance marketing efforts boost sales and increase membership.● Cooperate with the marketing team to create content for Instagram, Facebook, and Twitter, enhancing engagement.● Plan and execute social media campaigns, contests, and giveaways in line with brand guidelines to increase engagement and drive website traffic.● Conduct fitness classes focusing on fight technique training (Boxing, Muay Thai, Kickboxing and more), strength building, and athletic conditioning.

New York City Metropolitan Area

● Worked with Care Operations to refine operational processes, contributing to the development of patient-centric knowledge-based articles and training materials for staff members.● Work together closely with the Director of Care Operations, utilizing key metrics to identify and resolve patient issues, resulting in enhanced customer experience and a reduction in incoming ticket count.● Demonstrated strong communication skills while managing inbound calls and emails, ensuring timely responses and developing patient engagement and satisfaction.● Supervised student patient accounts, proactively re-engaging with students to maintain continuity of care during breaks and holidays and efficiently handling referrals and treatment-related tasks.

Madison, Wisconsin, United States

● Provided excellent customer service by addressing non-medical requests through various channels, including email, telephone, and text.● Led the creation of knowledge-based articles to simplify knowledge sharing among colleagues and streamline departmental processes.● Generated and analyzed dashboard reports to track Member Support metrics, identifying areas for improvement and making recommendations.● Resolved issues related to medical billing, insurance eligibility, and general inquiries.

San Mateo, California, United States

● Schedule and calendar management, including meetings, appointments, and travel arrangements.● Correspondence handling: emails, letters, and memos for the executive.● Organization and maintenance of physical and digital files, records, and documents.● Research, report compilation, presentation preparation, and general administrative support including data entry, document prep, and office supplies management, while maintaining confidentiality.

San Mateo, California, United States

● Directed end-user training sessions for medical providers on programs such as DrChrono, Acuity, Zendesk, and Doxy, to prepare providers to work within our process.● Provided ongoing technical assistance and support to mental health providers, including handling time-off requests and ensuring professional use of software programs.● Created knowledge-based articles and developed training presentations for easy reference, equipping providers with the knowledge and skills to deliver the mental healthcare services our patients needed.● Collaborated with the team to ensure all providers were equipped with up-to-date knowledge to adjust to changing processes.

San Mateo, California, United States

● Worked together with founders to establish and expand the Customer Experience department, managing recruitment and hiring to build a CS representative staff.● Created End-User training sessions, ensuring CS agents and Medical Assistants were trained with software systems and operational processes.● Provided patient assistance with appointment scheduling, medical billing, technical support, and general inquiries, enhancing overall customer experience.● Applied metrics to identify and resolve patient issues, resulting in improved customer satisfaction and reduced incoming ticket count, which optimized operational costs.

San Francisco, California, United States

● Assisting members with inquiries, and providing helpful assistance to their requests.● Supporting fitness instructors with various tasks and needs.● Managing reservations and check-ins for our members.● Maintaining the studio's cleanliness and organization.

San Francisco, California, United States

● Worked together with the Customer Success Manager to support clients, simplifying communication and scheduling training sessions.● Evaluated customer escalations and coordinated escalation assignments, collaborating with development partners to resolve issues.● Created internal surveys to gather and report on customer feedback, providing insights for improvement opportunities.● Supported the development and maintenance of knowledge-based articles and training materials for customer education and support.

San Francisco, California, United States

● Led SCRUM teams and worked together with executive management to ensure timely delivery of API development projects, documenting the development process.● Generated API-related metric reports using Tableau, presenting insights into project progress.● Reported potential roadblocks to SCRUM masters and engineering teams for solutions.● Maintained communication with the team and stakeholders, providing regular updates on project status and risks.

San Francisco, California, United States

● Analyzed project data from JIRA to track and report on the development cost and time management of Firmware projects, recommending process improvements.● Generated reports and provided forecasting metrics on resource allocation, improving resource utilization and cost savings.● Worked together with Firmware engineering teams to ensure timely project completion, offering recommendations to enhance project outcomes based on report metrics.● Managed weekly reports of project timelines, budgets, and deliverables to confirm the completion of our goals within our deadlines.

Palo Alto, California, United States

● Responded to high-priority customer requests via email, chat, and phone beyond Tier 1 tickets.● Developed and maintained customer support metric dashboards using Zendesk and Tableau, enabling effective tracking of our KPIs.● Utilized JIRA to submit detailed QA reports, tracking progress towards resolution of technical issues reported by players and colleagues.● Worked together closely with game studio producers to maintain communication and problem-solving, improving our services including keeping our knowledge-based articles up-to-date.

San Francisco, California, United States

● Developed and executed test plans for PC, Xbox One, and PS4 platforms, identifying software defects.● Reported and reproduced QA issues using JIRA, cooperating with game developers for resolution.● Created regression reports with JIRA and Splunk to ensure quality standards throughout development.● Managed UATs and provided detailed feedback for game quality improvement; contributed to QA process enhancement through test automation.

Redwood City, California, United States

● Reported audio issues to maintain an optimal player experience, working closely with audio engineers and sound designers to integrate audio features for the Visceral Games studio.● Developed and executed test plans using JIRA, Confluence, and Excel to pinpoint audio issues in sound design.● Generated detailed reports and feedback for audio designers and developers to enhance game sound quality.● Worked together with the QA department to create training materials for end-users, facilitating effective audio issue detection within game engines.

San Francisco, California, United States

● Used Tableau, Salesforce, and Splunk to develop, maintain, and analyze data metrics supporting Player Advocacy & Service and game studios.● Created reports and dashboards highlighting bug reports, ticket counts, NPS scores, and other KPIs to enable CS leads and game studios to make cost-effective decisions.● Prepared and delivered Monthly Business Review presentations, highlighting customer support statistics to aid in resolving game issues.● Worked together with customer support, game studios, and product managers, to provide insights for enhancing player experience, while ensuring our reports and dashboards are accurate.

San Francisco, California, United States

● Managed full-time Customer Support Representatives on-site and outsourced contracted representatives across multiple locations domestically and internationally.● Led technical training sessions to enhance the skills and knowledge of customer support representatives, enabling them to address Tier 1 player inquiries.● Drafted and maintained knowledge-based articles, offering players information on game changes, promotions, and bug fixes to enhance overall customer experience.● Designed and executed test plans for online platforms, identifying software issues and providing suggestions for improving customer satisfaction. Also, created dashboards and SCRUM boards using JIRA to streamline QA support ticket tracking and issue resolution processes.

Foster City, California, United States

● Demonstrated strong sales skills by educating potential broadcasters on the benefits of Live365's Pro Broadcasting packages and successfully upselling to increase revenue.● Offered technical support to Live365's broadcasters, resolving audio broadcasting issues.● Collaborated with the QA department to identify and report technical issues using JIRA.● Developed training materials to educate new broadcasters on audio broadcasting details and Live365's platform, serving as a contact between technical and sales departments.

Brisbane, California, United States

● Analyzed monthly retail vendor sales metrics for M4 Dealer accounts using Excel, identifying trends and offering insights to direct business decisions.● Ensured the accuracy of sales reports by closely working with vendors to collect data.● Monitored sales representative performance and offered recommendations for improvement, to various vendors, such as Circuit City, Good Guys, and Best Buy.● Worked together with sales, marketing, and finance to provide reporting insights and support strategic planning efforts. Also, developed and maintained sales dashboards and reports to track KPIs.

South San Francisco, California, United States

● Provided administrative support to the IT department, addressing help desk issues and tickets.● Maintained and updated databases, ensuring data integrity and accuracy for effective operations.● Assisted in the implementation of new database systems and software upgrades to enhance database functionality.● Conducted routine database maintenance tasks including backups, data imports/exports, and user permissions management to ensure optimal database performance.

Foster City, California, United States

● Conducted quality assurance testing on pre-release software across multiple areas, including gameplay, graphics, and audio, during the PlayStation (PSX) era.● Worked together with development teams to identify and report software defects and bugs using tools such as JIRA and Confluence.● Generated reports on product performance, regression reports, and UAT feedback.