Levi Hill Email & Phone Number

Los Angeles Metropolitan Area

Carlsbad, California

Irvine, CA

• Delivered exceptional customer support for Razer Systems and Peripherals through email, call backs, and case resolutions.
• Responsible for maintaining and meeting Service Level Agreements (SLA).
• Led and mentored a team of three Tier I Tech Support representatives in Malaysia, overseeing their management of correspondence and inbound phone calls.
• Developed and maintained comprehensive FAQs for new Razer products, enhancing the web support page's resources.
• Managed escalation call backs for managerial and social media concerns, addressing issues related to all Razer products and orders with precision and care.

Poway, California, United States

• Integral member of the Manager Support Team, specializing in troubleshooting and resolving customer issues with automotive shop management software (Shop Key Pro & Pro Demand).
• Handpicked for the elite "Super Queue" team at Mitchell1, efficiently managing and resolving over 100 high-severity calls.
• Expertly addressed and resolved a wide range of technical, customer service, and product support issues.
• Conducted rigorous testing of company software in virtual environments across multiple operating systems and configurations.

Greater San Diego Area

• Delivered exceptional 1st level support by performing comprehensive troubleshooting and diagnostics for customers and service vendors, ensuring prompt and effective resolution of issues.
• Managed and resolved assigned Remedy service tickets, consistently exceeding service level agreement (SLA) targets and maintaining top-tier performance metrics.
• Played a key role in the training and onboarding of contractor staff, contributing to the development and refinement of root cause analysis procedures, thereby enhancing overall team efficiency and problem-solving.

Greater San Diego Area

• Provided comprehensive support for all PC and PS3 Sony-related titles, ensuring a seamless gaming experience for users across multiple platforms.
• Effectively answered inbound calls, responded to emails, and managed live chat interactions, demonstrating exceptional communication and problem-solving skills.
• Skillfully resolved account issues and disputes, ensuring customer satisfaction, and maintaining positive player relationships.
• Engaged with players to address their concerns, providing timely and accurate solutions to enhance their gaming experience.
• Facilitated a high level of customer service by maintaining a deep understanding of Sony's products and services, thereby resolving technical issues swiftly and efficiently.

Carlsbad, California, United States

• Delivered expert phone and first-level support to Jenny Craig centers and home offices, ensuring smooth operations and exceptional client service.
• Provided comprehensive training and support to clients on CRM systems, operational policies, and procedures, enhancing their proficiency and productivity.
• Ensured meticulous logging of all calls, emails, and walk-up requests to maintain an accurate and comprehensive call history database.
• Collaborated closely with team leads to provide escalated support for special projects, software upgrades, and quality assurance initiatives, driving continuous improvement and operational excellence.

San Diego, California, United States

• Provided support for inbound residential calls, adeptly resolving issues related to cable and telephone services with a focus on ensuring uninterrupted connectivity.
• Managed a wide spectrum of customer inquiries, encompassing sales, service, delivery, outages, installations, and intricate component-level issues, delivering prompt and effective solutions.
• Expertly diagnosed and resolved service-related problems for customers, meticulously scheduling service appointments to minimize downtime and maximize customer satisfaction.
• Maintained detailed customer records by meticulously documenting each call, including thorough descriptions of issues and comprehensive resolutions, ensuring precise tracking and continual improvement in service.

Carlsbad, CA

• Conducted daily testing of software to evaluate and ensure optimal game play, sound fidelity, graphical quality, and functionality of text and menu interfaces. Implemented rigorous regression testing on new builds and.
• Played a critical role in improving software quality by methodically documenting clear, step-by-step explanations and detailed procedures for identified bugs. These were systematically cataloged into a centralized.

Santa Clara, California, United States

• Conducted comprehensive software testing across multiple PC and console platforms to ensure flawless gameplay, high-quality sound, graphical excellence, and seamless functionality of text and menu interfaces.
• Systematically documented and tracked all identified issues in a centralized database, enabling efficient bug management and resolution processes.
• Managed compliance with rigorous Xbox TCRs, Sony PlayStation TRCs, and Nintendo Standards, ensuring adherence to platform-specific requirements and guidelines.
• Provided expert support for inbound calls and live chat inquiries across all products, delivering prompt and effective solutions to enhance customer satisfaction.
• Played a pivotal role in creating and maintaining a robust customer database, ensuring accurate and up-to-date information to support effective customer relationship management and business operations.

San Jose, CA

Troubleshooted and resolved software issues, repaired hardware issues on laptop and desktop systems. Performed installation and configuration of Cisco standard applications along with data migration when new equipment was issued.Check case queue for daily case load using clarify, responsible for contacting and scheduling appointments with Cisco.

Answered and supported Incoming phone calls relating to PC and Console titles.Tested Games for PSX, Nintendo 64, GameBoy and PC systems.