Jomarc T. Avides Email & Phone Number

California, United States

• Processed and closed out over 45 tickets a week and maintained a CSAT of over 96%
• Utilized Zendesk, Stripe and inhouse tools to help resolve user questions within a 24-hour SLA period, including high profile clients and writers, troubleshooting bugs and improving user experience/product
• Provided quality customer service resulting in 70+ conversions of free accounts to monthly/annual subscriptions in short tenure
• Managed Substack Twitter account resolving high profile writers issues within a 1 hour SLA period, answering questions from the community and reporting weekly trends that is occurring within the community
• Led weekly team meetings and quarterly company-wide “empathy hour” sessions to identify consumer trends, provide updates and resolve root cause

San Mateo

• Analyzed, monitored and recorded unusual activity that patient performed to communicate to Doctor
• Worked to improve and enhance patient life through effective and compassionate care
• Evaluated patient care needs, prioritized treatment, and maintained patient flow
• Scheduled multiple appointments including emergency visits, Doctor appointments and medical treatments
• Translated patient needs from Tagalog/Bicolano to English during Doctor appointments

Menlo Park, CA

• Worked with the Facebook Marketing Partners team to troubleshoot existing client’s advertising issues regarding API and revenue spend on Facebook’s Platform.
• Generated over 800 partner matches by organizing and communicating client’s campaign briefs, assets, and goals within a 5-day SLA resulting in a 98%–100% QA score across 5 Facebook Marketing Partners specialty programs.
• Performed technical and operational support for the Facebook Marketing Partnership Program by utilizing client Ad products and data tools such as Facebook’s Marketing API, AdsManager, Daiquery, and Dataswarm.
• Refined creative vetting process for MobileWorks taking into account best practices for social networks and distribution channels.
• Oversaw the execution of Facebook advertising credits up to $5 million, empowering advertisers to run targeted campaigns within 2-day SLA for fortune 500 clients.
• Managed Facebook’s internal employee forum answering product-specific questions for the sales team

Mountain View, CA

• Execute audits of over 200 analysts and measure quality data to ensure that team is following proper guidelines.
• Identifying root causes for business-related issues and recommend solutions to improve overall client satisfaction.
• Trained 100+ new hires on workflow processes resulting in 95% of new hire cohorts achieving an average QA score of 98% or higher.
• Escalated 100+ child endangerment cases to security and legal team, resulting in suspension and/or account deactivation.
• Recognized over seven times as one of the key agents in the team that show consistency, improvement and leadership.

Sunnyvale, CA

• Synthesized over 300 tickets a week calling out top five consumer pain points allowing product managers to prioritize and implement product changes.
• Ran SQL code to assess, clean, validate and analyze large datasets to support monthly reports (to include All Hands reports) for top 3 pain points before and after a solution was implemented.
• Utilize tools to analyze and formulate reports weekly bringing awareness to Directors and Product Managers for quarterly and yearly roadmaps.
• Managed product launches for operations and customer support focusing on user self-help and case deflection.
• Composed and revised over 50 help center articles improving and ensuring that consumer satisfaction was above 80%.

Foothill

Activities and Societies: Year UP• Obtained a 3.6 GPA throughout Fall 2017 - Summer 2018 • Completed courses in Business Communications.

Quality Assurance Trainee

Year Up / Foothill College, San Francisco, CA Year Up is an intensive, competitive technical training and career development program with.

Business Marketing

• Cloud applications class focused on Atlassian ecosystem (Jira and Confluence) • Deans list - Achieving a 4.0 GPA during summer 2021 •.

Bachelor Of Business Administration - Bba, Marketing/Marketing Management, General

• Business Administration with a focus in Marketing