This is my profileContact via CazVidAngie
Customer Support Specialist with 5+ years in Gaming & Retail
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Competencies
Provided direct support to customers via chat and social media, resolving inquiries and troubleshooting issues.
Managed content, analyzed trends, and engaged with users across FanDuel’s social media platforms.
Trained new hires and team members, ensuring adherence to standards and best practices.
Collaborated with teams to improve AI system accuracy in Amazon Go stores and supported operational tasks.
Handled scheduling, logistical planning, and communication tasks for university theater activities.
Education
Languages
Summary
Experienced in social media engagement, customer support, and AI system operations across gaming, retail, and education sectors.
Key Achievements
- Served as main SME for social media engagement at FanDuel, providing guidance and process support
- Trained and mentored new team members across multiple customer support roles
- Contributed to AI system accuracy and process improvements at Amazon Go
Experience
Social Media engagement SME (Subject matter expert)
Acted as the main point of contact for team members, providing guidance via Zoom and Slack on job processes and customer interactions., Trained and mentored new hires and team members, ensuring consistent process application and troubleshooting support., Reviewed and approved direct messages (DMs) sent to customers, ensuring responses adhered to company standards and provided accurate information., Managed documentation, updated guidelines, and distributed flyers on process changes to keep the team informed and aligned with best practices., Collaborated with the manager to track team metrics, offer feedback, and support performance development., Handled customer inquiries, balancing SME duties with regular casework to maintain a hands-on approach to support and ensure team goals were met.
Social Media engagement agent
Managed customer inquiries and support through direct messages (DMs) across FanDuel's social media platforms, providing responses to inquiries related to account management, payments, withdrawals, and general betting queries, mirroring the support provided through chat., Reviewed and categorized user-generated content on FanDuel’s social media, including comments, posts, DMs, and retweets, to identify relevant messages that required engagement and filter out irrelevant content., Monitored social media trends and sentiment, reporting on user's feedback and escalating urgent issues to the appropriate teams.
Chat Customer Support Agent
Delivered real-time support to customers via chat, resolving inquiries regarding payment processes, withdrawals, assisted users in troubleshooting account access issues., Provided clear and concise explanations of betting rules, promotions, and platform features to enhance user experience and satisfaction., Collaborated with internal teams to escalate complex issues, ensuring timely resolution and adherence to company policies., Mentored and trained new team members, guiding them through the training process by demonstrating best practices, helping them achieve proficiency in handling customer queries, and ensuring consistency in service delivery.
CXQO Machine Learning Data Operations Associate
Worked with AI systems in Amazon Go stores with a focus on accuracy in charging and identifying products, contributing to the optimization and accuracy of automated checkout processes., Collaborated with cross-functional teams to enhance AI performance, providing valuable insights and feedback to improve system efficiency., Contributed to ongoing research and development efforts aimed at refining the technology behind Amazon Go stores and enhancing the overall customer experience.
Assistant Student
Coordinated scheduling for rehearsals, workshops, trips, and presentations., Managed administrative tasks, including expense tracking and logistical planning., Assisted in organizing events and ensuring smooth operations for the theater company., Communicated with staff, students, and external partners to facilitate bookings and arrangements.