Co-founder & Chief Technology in Marketing and Media Buying@Automatik Digital: The most effective digital customer acquisition system to scale businesses

Co-founder & Head of Media Buying and Marketing Tech & Automations

• Act as the point of contact for 10 phone/email agents regarding our products, services, polices and/or redirect them to the correct resource but ensuring they obtain the correct information.• Work closely with higher level and advance troubleshoot technical problems to determine if these cases require escalating to engineering or can be solved in our support level. • Recognize major problems based on call spikes, troubleshot and help higher level determine the root cause of the issue for a faster resolution.• Conduct monthly 1:1s to review scorecards and performance, set up goals for upcoming month.• Manage attendance issues and time off requests from my direct agents and non-direct ones if needed (Sup out).• Approve time cards and correct incorrect punches to ensure precise payment for the employees.• Handle live customer escalations coming from T1 agents, reports received from different departments technical problems or Upper Management cases (At Risk/ VIP customers).• Negotiate credit request from upset customer and Approve/Deny this based on the company needs and the client’s complaints.• Review Quality, CSAT and Productivity Performance is being met through the month and provide coaching accordingly. • Live monitor agents to ensure progress is being done weekly.• Coach and develop team members regarding professional and personal growth plans.• Interview candidates for our Support Positions and work with recruiting to determine if this is a suitable addition to our teams. • Deliver trainings to our new hires regarding our email workflow, how to handle customer escalations and credit request. • Conduct trainings regarding existing processes or upcoming updates to the entire T1 team. • Motivate the team to help achieve company goals and incentives.• Project development; set up one project per quarter aligned with the company goals.

Senior Product Support Specialist - Offline Team / Team Lead Assistant• Take over escalated cases to management and handle this with white globes and great urgency. • Working complex technical, escalated and/or delicate cases in a fashion timely manner via email.• Creating templates to structure the company writing format and Quality Assurance.• Implementing a clearer workflow for emailers and updating the company’s expectations for this channel based on the amount of work required and the complexity of the cases. • Cleaning the email queue from spam, duplicates or misrouted cases and reroute/cancel these as needed. • Confirming the verification process and contacting the customer back if it failed or if the case is not clear enough. • Assigning all the cases in the email queue to our fellow emailers and ensure our SLAs were being met. • Acting as a resource for agents to answer questions about products, services and polices and/or directing them to the best possible source to obtain the resolution.• After finishing with the email queue, go over the fellow emailers’ queue and researching new/open cases to provide a possible solution for a faster response.• Training new emailers coming to our team regarding our expectations, processes and internal policies.

• Assisting customers with general questions regarding Kareo Desktop Application and Platform (SaaS) expected functionality and recommended workflows.• Recognizing potential technical problems and proactively educating customers on how to prevent it. • Troubleshooting technical issues within our products, error messages or application crashing problems, utilizing our databases and our test accounts to determine if it was a workflow problem or an actual technical issue.• Ensuring detailed documentation incudling repro steps, videos and/or screenshots in order to escalate to our engineering team. • Addressing complex technical issues via email and phone in a timely manner.• Proactively moving from emails to phones and easily helping customer in any inquiries or channel.• Investigating ways to populate the information in 837 Files (EDI) in specific fields depending on the Insurance Company Requirements. • Taking ownership and working with different departments to ensure a complete resolution was provided, even if it was out of scope to (Accounting, Enrollments, Sales, Security etc).• Working with third party companies regarding integrations problems and ensuring API requirements were being complied based on our system possibilities.

Outsourcing company Vialinx (Account: People Media, Inc.)• Assisting customers with general questions regarding dating websites.• Advising on how to improve responses from others• Clarifying the invoices received from our company • Promoting our packages and services and take payments over the phone.• Troubleshooting technical issues experienced on our websites.• Guiding customers on how to make changes on their profiles and accounts settings. • Managing fraudulent accounts and restoring them to the original information. • Recognizing scammers over the phone and locking their accounts. • Empathizing with victims of dating scams and providing recommendations on how to avoid these situations in the future. • Taking escalations from upset customers regarding the service, the price, the functionality and/or bad customer service experiences (Backup Supervisor for the last 2 months).• Floor support to peers with questions regarding our processes and complex/unusual cases.

Family Business, grocery store• Provide outstanding customer service• Help customers locate items throughout the store• Maintain an organized and clean store environment• Collect payments from customers• Manage price assignments • Coordinate inventory replenishment• Prepare the store for the monthly inventory count