Luna D. Email & Phone Number

Los Angeles, Ca, Us

Los Angeles Metropolitan Area

- Assist with hiring new customer service agents and onboarding.- Train new agents on current CS practices and standards.- Create Performance Improvement Plans and conduct 1 on 1s as needed. - Develop training plans and documentation for internal promotions and escalations.

Los Angeles Metropolitan Area

- Created weekly/monthly GM event plans and executed them during the live service- Worked closely with other GMs, Customer Support, and Community Managers to solicit feedback and suggestions for game improvements from the community- Monitored and regularly reported on the live-service issues and collected player feedback- Monitored regularly live-streaming and social channels while working closely with partners and influencers;- Responsible for responding to live game issues that occur during games and writing up appropriate notices on the forum and social channels when necessary- Wrote and published Steam Notices using BBCode weekly- Created and ran tournaments for players. Self-produced monthly tournament with over 200 participants. - Tasked with Trust and Safety processing such as account takeovers, information changes, and fraud. Processed monthly chargeback bans and notices.

- Responsible for processing physical prizes for both domestic and international players with high accuracy, while using Zendesk, Google Sheets, Amazon Seller Central, Magento, and 3PL FTP uploads for processing- Coordinated with internal and external vendors to ensure the quality and accuracy of ordering processes- Worked with multiple vendor reporting platforms to ensure inventories and costs aligned with internal department records;- Created and maintained inventory using Adobe Creative Suite, Magento, and Power BI. - Supported players via customer relationship management tools, as well as securely handling players' personal information within GDPR and CCPA regulations; and- Vendor support via quarterly inventory projections and daily management.

Clackamas County, Oregon, United States

- Drafted, prepared, and formatted various legal documents (i.e.., memoranda, correspondence, motions, affidavits, leases, operating agreements, settlement agreements, promissory notes, etc.). - Created and maintained client files;- Assisted with document retrieval, review, organization, and production;- Maintained strict confidentiality of client information;- Processed electronic state and federal filings via Odyssey and FTP;- Scheduled appointments and docket case events/deadlines;- Organized and maintain electronic files and discovery;- Communicated with court personnel, opposing counsel, and clients; and- Intake of new potential clients.

Portland, Oregon Metropolitan Area

- Responsible for escalating inquiries across multiple queues;- Answered user inquiries via Live Calls, Tickets, Chat, and Social Platforms, as assigned. Managed the assigned escalation queues to achieve SLAs;- Responsible for forwarding contacts to a Supervisor, the Trust & Safety team, and/or Senior Management for follow-up/response when warranted;- Provided additional support, when necessary, in any key areas identified by Management (i.e. Tier 1 support, Tech, Trust & Safety issues, etc.);- Always open to helping others as one of the primary touchpoints for all other agents with basic Mercari service-related questions; and- Served as Fraud Escalation by reviewing customer damage claims and following up with logistics companies (USPS, UPS, FedEx) regarding damage claims.

Greater Los Angeles Area

- Handled and resolved all incoming support escalations from Tier 1 and 2 vendor agents and/or internal teams within FoxNext (now Scopely);- Supervised a team of Tier 1 and 2 agents. Onboarded and trained all agents. - Monitored and responded to App Store reviews and shared trends with the Customer Care team and Game Team;- Performed daily quality monitoring of agent responses to ensure standards were being met.- Tracked and followed Jira tickets on known issues; retested reported bugs once fixes were in place, worked with QA issues, and communicated updates to the customer care team;- Created all employee and player-facing FAQs, as well as training manuals, guides, and resources for various teams.

- Served as supervisor to outsourced agents, preparing weekly QA and CSAT reports for executives.- Onboarded and trained all outsourced agents;- Created high-quality documentation to aid customer support agents in supporting customers with the ever-changing Warner Bros Digital content library and digital movie retail partners. - Implemented GDPR processes for agents;- Worked closely with customers, through email, chat, and telephone to ensure a satisfactory experience with Flixster, Google Play, and Movies Anywhere for the NA and EMEA regions. - Acted as lead on sunsetting Flixster Video internationally and spearheading the transition to Google Play by creating training manuals, localization requests, and macro/FAQ articles for both users and employees.

Greater Los Angeles Area

- Certified coffee master. - Maintained health and food safety standards at all stages, from storage through delivery. - Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance. - Handled cash and processed payments accurately to avoid errors.

Greater Los Angeles Area

- Responded to all customer inquiries via phone, email, and Intercom chat messages. - Maintained social media presence through Facebook, Twitter, and Instagram. - Generated ads for Facebook content. - Created and maintained FAQ pages for incoming and current members. - Handled all billing inquiries made by members and domestic banks. - Monitored all social media channels to ensure all user-generated content was in line with moderation policies.

Greater Los Angeles Area

- Inbound call center dealing with high profile clientele booking airfare, hotel and car reservations, limo escorts, and vacation packages. - Maintained relationship clients over email and phone calls. - Utilized SABRE system to find airfare and hotel reservations. - Awarded highest customer service satisfaction for November 2015, December 2015, January 2016, and February 2016.

- Cleaned cages, fed animals, and provided medical care as directed by a veterinarian- Provided information to customers about pet care topics such as training, grooming, and animal nutrition- Gave exceptional customer service through friendly and helpful interactions with customers- Participated in community outreach programs such as animal adoption events or environmental conservation projects- Helped customers select food and supplies for their pets and answered questions about products- Provided basic pet first aid in case of emergencies such as bite wounds or allergic reactions

Communication And Media Studies

Bachelor Of Science - Bs, Operations Management And Supervision

Focus on Supply Chain & Logistics, with an emphasis on project management.