William Palacios-Toledo Email & Phone Number

Los Angeles, Ca, Us

Remote

• Worked end-to-end with hundreds of content creators on Twitch managing, outreaching, and deploying performance marketing campaigns• Successfully managed over 400 sponsorship campaigns• Provided technical support and sales mentoring throughout each campaign• Provided QA and feedback on new and existing marketing campaigns. Performed QA on existing campaigns and provided feedback to campaign managers.

Tempe, Arizona, United States

• Lead a team of customer support agents of differing experience levels supporting GoDaddy web hosting products and services over multiple platforms• 75 Team Net Promoter Score, 24+ Team Calls Per Day for 2022• Lead on-the-job training for multiple new hire classes• Provided continuous feedback/training and performance appraisal• Joined forces with internal teams to resolve customer and agent issues• Handled support escalations to resolution

Greater Los Angeles Area

• Lead a team of customer service agents of differing experience levels supporting Linux web hosting services• Achieved 93% team Customer Satisfaction score in 2020 - 2022• 75 Team Net Promoter Score, 24+ Team Calls Per Day for 2022• Lead on-the-job training for multiple new hire classes• Provided continuous feedback/training and performance appraisal• Joined forces with internal teams to resolve customer and agent issues• Handled support escalations to resolution

Culver City, California, United States

• Handled all forms of incoming customer contact (calls, chats, and tickets) to resolution for Linux web hosting products and services• Achieved promotion to Customer Support Level 3 within 1 year• Maintained 95+% Customer Satisfaction throughout tenure• Identified and reported possible system incidents• Assisted teammates with technical and policy questions