Delivering comprehensive omnichannel support to a global user base, managing high-volume ticket queues effectively. Resolving complex user inquiries and providing advanced, platform-specific troubleshooting. Mentoring and onboarding newly hired support associates, facilitating training sessions on best practices and system navigation. Working alongside Mindvalley’s AI assistant, making sure it provides accurate responses to customers’ inquiries.

Spearheaded the training and implementation of the Fin.AI model specifically for the customer service channel, significantly optimizing automated responses and support workflows. Conducted ongoing AI training aimed at optimizing overall customer service operations. Led onboarding and training sessions for newly hired Customer Support staff. Managed queue-based ticket solving using Zendesk, alongside comprehensive live chat and phone customer support. Troubleshooting and solving questions related to Backstage.com/StarNow.com/Mandy.com. Maintained direct contact with talents and casting directors from the Film industry, demonstrating excellent communication with customers worldwide.

Responded to tickets and assisted both new and existing customers via inbound/outbound phone calls and the Kustomer App chat. Troubleshot technical issues related to the Rachio app, Rachio controller, sprinkler systems, electric installation, and Wi-Fi for US customers.

Provided comprehensive hardware and software support to over 700 computers in the company's Call Center, tracking and monitoring tickets via Qualitor. Engineered solutions to optimize work, minimize future problems, and streamline overall support efficiency. Delivered specialized support directly to company leaders and supervisors. Communicated with other departments to minimize impact when applying systematic changes, new updates, Group Policies, and system upgrades. Homologated new equipment and computers, ensuring they met minimum requirements to run agent software without compromising performance.

Animated monthly videos, creating engaging animations resembling the 8-bit video game era. Managed production and post-production using the Adobe Suite.

Worked full-time on chat and telephone-based client support, answering calls following strict scripts. Executed software installs and provided technical support while maintaining strong communication with internal clients and IT teams.