Jonamir Ian Ventura Email & Phone Number

Santa Clara, Ca, Us

San Jose, California, United States

● Resolved customer service inquiries (order management, refunds, returns, technical support) on chat, email, and phone channels by utilizing CRM applications.● Analyzed customer interactions and data through Tier 3 deep dives: provide strategic recommendations to improve customer retention on an agent, policy, product, and process level. ● Troubleshooted Android and Google Pixel technical issues.

San Jose, California, United States

● Manage a Trust and Safety team of 12 admins for a workflow with high PR visibility: lead team meetings, schedule staff, prioritize projects/tasks, and maintain trust in client relationships. ● Coordinate quality auditors to achieve high team quality and productivity: coach admins, develop processes for improvement, investigate risky escalations and generate RCA reports. ● Communicate with cross-functional, global vendor teams to ensure standard procedures across all sites. ● Analyze data and present WBRs to show compliance with KPI targets: deliver insights, issues, and recommendations to key stakeholders.

● As a Tier 3 Trust and Safety subject matter expert, responded to ad hoc questions from Tier 1/Tier 2 associates and trained them to follow SOPs and policies. ● Sampled, cleaned, analyzed, and shared quality assessment data through Google Sheets/Slides. Performed root cause analysis, identified error patterns, and initiated one-on-one interventions to improve quality scores. ● Created and edited documentation for policy and standard operating procedures. ● Developed new procedures and tools to support day-to-day operations and quality programs. ● Point-of-contact for the client: provided team feedback and discussed emerging policies.

● Prevented legal and PR issues through creator and content evaluation with the highest quality scores and productivity metrics: first Tier 1 admin to be promoted to QA/Tier 3 Trust and Safety support staff. ● Adhered to developing policies and SOPs: incubated new workflows and evaluated content for copyright, spam, community guidelines, and other legal issues. ● Flagged tricky and unique fact patterns or trends and presented them to the client.

● Resolved customer service inquiries through chat, email, and phone support. ● Processed refunds after determining customer's eligibility criteria. ● Troubleshooted technical problems regarding mobile apps, Chromecasts, and other streaming devices.● Filed and documented bugs when the product malfunctioned.

Oakland, Ca

● Documented the layout of employee workstations through detailed diagrams and notes● Provided organized cable management● Packed PC and server equipment systematically and safely

Lafayette, Ca

● Documented the layout of employee workstations through detailed diagrams and notes● Provided organized cable management● Packed PC and server equipment systematically and safely

Sunnyvale, Ca

● Produced and edited marketing videos

San Jose, Ca

● Mac/PC hardware and software support: deployed new workstations, servers, printers and POS hardware, executed backup/restoration, provided in-person and remote support. ● Coordinated online and brick-and-mortar store launches with web development and photography vendors and the client’s sales team.● Developed frontend of e-commerce stores and microsites using HTML/CSS, AbleCommerce, and Magento. ● Provided detailed POS data entry, cleaning, analysis, and reporting through Microsoft Access/Excel. ● Launched in-house professional studio photography of promotional products.

Berkeley, Ca

Berkeley, Ca

Bachelor'S Degree, Psychology And Social Welfare

Google Data Analytics Certificate, Data Analytics

Full-Stack Web Development

Comptia A+ Certification, Information Technology

High School Diploma