Hazen

Demonstrated experience with Salesforce.

Demonstrated experience with ZenDesk.

Demonstrated experience with Avaya.

Demonstrated experience with JIRA.

Demonstrated experience with Intercom.

Handled 35-55 inbound calls/day, exceeding KPIs in 90% of quarters.. Earned 3 performance bonuses for resolution speed.. Promoted to Omni-channel support within 6 months.

Managed 50+ LATAM clients via phone/email (40+ daily interactions).. Specialized in iGaming products for Chile/Perú markets.. Increased client retention by 15% through tailored support.

Reduced repeat calls by 25% through proactive case resolution.. Maintained 95%+ customer satisfaction scores.

Resolved 45-60 daily payment inquiries, escalating 10% to JIRA.. Educated sellers on payment workflows and KYC requirements.. Reduced payout processing complaints by 30%.

Processed 70-100 chats/tickets daily (top 5% efficiency).. Resolved ACH returns and disbursement inquiries for 500+ merchants monthly.. Handled sensitive financial data with 100% compliance.

Project-based position dedicated to helping patients from the Bay Area manage, create, cancel, and request services from BACH using EPIC as the main contact channel, attending to their requests via phone.

Provide seamless real-time translations between clients and providers from multiple areas.. Exceed the productivity, between 110% & 130% (average).. Earned bonuses thanks to performance and availability to work overtime and weekends.

Assist contractors and clients with a varied set of tasks regarding their account, technical troubleshooting, financing and account management.. Taking several calls a day and managing personal and financial responsibility to ensure merchants and homeowners looking to finance their projects can get a happy resolution after the call.