Matus Fogas Email & Phone Number

Los Angeles, California, United States

• Ensure that customers receive value from the Qualio platform by promptly and effectively addressing their product and technical questions. • Research, reproduce, and lead complex support cases to resolution with high urgency and professionalism. • Maintain excellent relationships with the CSM Team, Product Management, and Development, ensuring all work is customer-focused. • Apply in-depth troubleshooting and debugging skills to identify the root cause of issues. • Identify opportunities to improve customer outcomes and experiences through access to training resources, process improvements, and product enhancements. • Identify risks and opportunities resulting from customer interactions and communicate to other team members as appropriate.

Los Angeles, California, United States

• Provided high-quality customer service and prompt technical support for customers via phone, Zoom, email, and ticket system. • Managed DNS records, transferred domains, troubleshot login and authentication issues (Google SSO, Microsoft Azure, Active Directory), CMS, VPN, MacOS, and Windows, and provided step-by-step solutions and self-initiated fixes to solve issues. • Triaged support tickets in Salesforce to appropriate Tier teams to achieve fast response times of 2 days. • Demonstrated strong analytical and problem-solving skills to solve issues escalated from Tier 1 agents.• Assisted with reproducing and confirming bugs and creating detailed bug reports in GitHub to escalate to the development and engineering teams. • Collaborated with management to create training materials, update the Help Center, and mentor new hires. • Actively worked in JIRA, Confluence, and Adobe Photoshop and wrote significant amounts of HTML, CSS, and Sass codes.

Kdhr University Radio, Carson, California

• Edited podcast shows in Adobe Audition and uploaded and promoted them on all podcast and social media platforms. • Updated radio station website to ensure that on-air and online content were up to date. • Produced and broadcasted "Fogi's Weekly Corner," my podcast showcasing my passion for tennis & hockey.

Los Angeles, California, United States

• Increased sales by $53,000 in August 2013 and improved personal target sales goal by 5%. • Provided excellent customer service in completing car rental contracts, offering additional coverage and upgrades to meet customer needs. • Presented a professional, enthusiastic attitude through practical communication skills to promote a positive impression of the company and employees. • One of the main contributors brought the L.A. location to #1 in sales and yield throughout the company's locations in the U.S.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Business Administration - Bba, Sports, Entertainment, And Hospitality Management

Activities and Societies: - Graduated with honors: cum laude - Dean's Honor List in 2019