Ziah G. Email & Phone Number

San Francisco, Ca, Us

San Francisco, Ca, Us

In this role I handle platform abuse complaints for one of the internet’s leading content delivery networks, including DMCA complaints, reports of phishing, malware, or child pornography, and governmental requests. I also work with customers and account managers to ensure proper intercompany communication and timely response within strict SLAs. I am also responsible for writing and updating documentation of team processes, as well as creating and implementing new Zendesk macros, views, and procedures for the team. I also sit on the steering committee for our LGBT employee resource group, Starly. This entails things such as event planning, hosting, and execution, advocating for LGBT-specific benefits to Human Resources, and liaising with outside parties to both improve internal handling of LGBT issues and externally stand for Fastly’s company values.

Redmond, Washington, Us

In my role as a Tier 2 Specialist, I functioned as a subject matter expert in the fields of account recovery, executive escalations, Minecraft Dungeons, and social engineering prevention for Minecraft Player Support. Additionally, I served as a general knowledge repository for product and process knowledge yet to be documented, and assisted with creating new tools or views for the team using Zendesk. I was also responsible for tickets handling sensitive matters, as well as locating and acting upon opportunities to bulk solve large numbers of tickets at a time.Lastly, thanks to an expanded oversight into incoming ticket flow, I was tasked with identifying, triaging, and reporting trending issues. Once the issue was properly understood and a resolution found, documenting the issue and proposing processes for handling relevant tickets fell to me. I also worked with corporate partners at Microsoft from the community team and other relevant teams as the need arose.Accomplishments:Golden Apple Award (employee of the month), August 2020.

Dublin, Ireland, Ie

Provided top-tier support to players of League of Legends, VALORANT, and Legends of Runeterra in both ticket and live chat environments. Trained in handling tier 2 tickets in three core areas:Billing:* Refunds, duplicate charges, pending charges, and ghost charges* Unauthorized charges, friendly fraud* Prepaid card issuesAccounts:* Account recovery, repair, and deletion* Personal data requests* Gifting fraudMerchandise:* Tracking, returning/replacing, and refunding merchandise purchased from the Riot Store* Ordering issues and site troubleshooting

Redmond, Washington, Us

Spoke directly to Nintendo consumers in order to remedy issues they were experiencing with Nintendo products. Maintained KPIs while ending each call with a smile on both participant's faces. Provided support including, but not limited to:* Prepaid cards and digital gift cards* Pending/held charges, duplicate charges, unauthorized charges, friendly fraud* Troubleshooting issues with Nintendo systems, games, controllers, and accessories, as well as setting up any necessary repairs or replacements* Account linking, deletion, and recovery* COPPA compliance enforcementI was also responsible for the thorough reporting of issues that had not been documented, for further research by the team operating the internal knowledgebase.