Duties covering both QA Supervisor and Team lead:- Analyzed existing processes that could be impacting Service Levels and Customer satisfaction- Evaluated ticket and chat to identify CS interactions that did not meet Placeit's performance standards, SLA or any other stablished metric within the CS team, tracking their progress to ensure improvement- Created and constantly updated the "Knowledge base" for the support team to ensure accurate CS responses-Created announcements in Slack team channel regarding issues, bugs, latest updates and changes on Placeit's offering and features to CS team-Tracked bugs and pending issues to keep knowledge base updated to ensure agents don't waste time inquiring about the bugs and or updates with the QA team.- Analyzed interactions for: ongoing points of confusion, issues and UX requests to build trends, these could be use for the FAQ page, to improve wording on the website and more- Kept ticket system organized (merge repeated Tags, erase spam, create rules)- Acted as a senior point of escalation for customer impacting issues- Handled escalation cases- Training, CS specialists development and courses- Organized the team to focus on what they are each best at and nurture their strengths for potential growth opportunities- Provided feedback on QA evaluations that did not meet performance standarts or CS stablished metrics, tracking their progress to ensure improvement- Coached the CS team to be more efficient using existing knowledge base and tools- Proactive tested and implemented opportunities to improve team performanceWe used systems like: Helpdesk, Olark, Recurly, Assembla, Slack, Braintree, iOS, Google Workspace,15five, Stripe, Zendesk, Adobe.Proficiency in macOS

Provide quick, accurate and friendly customer support via email, chat, social media and on the phone within established KPI goals.Keep up to-date with the latest updates and changes to Placeit’s offering and features.Detect and track customer requests and feedback for improving the assets offered on placeit.net.Forward customer emails related to bugs, content suggestions, requests to appropriate team and follow-up with customers.Assist with general software testing to ensure the quality of placeit.net.

Outbound calls to customers inquiries regarding home repairs/improvements that could be done with a local handyman in their area.-Investigate their handyman project-Review information provided and verify if our handyman services are able to do the project-Follow up with customers regarding their project wether we were abler or not to complete it.-Provide an estimate on the cost-Book the project

Inbound and Outbound calls to AMEX users helping them unblock their card due to possible fraud charges by reading them the latest charges.-Help them by sending them a new card in cases where fraud was commited-Help with refunds regarding these fraudulent charges-Help bussinesses verify an AMEX card when charging it to prevent fraud when attempting the charge.

Inbound and Outbound calls for dedicated assistance to specific customers with issues or inquiries regarding the webapp.- Troubleshoot the webapp with the user via Ticket, Phone or Skype.- Follow up on their Helpdesk tickets, reply to the thread and escalate the issue to lvl 2 if necessary.- Transfer calls to other teams when dedicated users called our team.- Do a monthly webinar for newcomers regarding how to set an appointment within the webapp for their bussiness