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Work Background
GearLaunchBuyer Support Director
Apr. 2020* Lead and mentor a global, remote team of agents, ensuring high-quality customer support.
* Optimized multiple Zendesk instances across the company, leveraging advanced ticketing workflows, automations, and macros to streamline operations.
* Automated key processes in Zendesk and Slack, reducing manual workload and improving resolution times by 30%.
* Designed and maintained Zendesk Explore dashboards, tracking key customer support metrics, agent performance, and operational efficiency.
* Integrated Zendesk with third-party applications to enhance cross-functional collaboration.
* Implemented advanced Zendesk workflows, improving ticket routing, automations, and customer segmentation.
* Partner with department heads to align customer service initiatives with broader business objectives.
* Serve as the final escalation point for high-impact customer concerns, ensuring timely and strategic resolutions.
GearLaunchCustomer Service Team Manager
Jun. 2016 - Apr. 2020Remote* Built and scaled five customer service teams across different departments, hiring and training new agents.
* Developed and maintained customer service policies, SOPs, and training materials, ensuring best practices.
* Reduced training costs by 25% per agent through revamped training strategies and process documentation.
* Lowered labor expenses by 30% by successfully outsourcing customer service functions to remote staff.
* Managed and analyzed Zendesk reports to track agent performance and identify efficiency gaps.
GearLaunchCustomer Service Representative
Apr. 2016 - Jun. 2016Remote* Handled 150+ customer inquiries daily using Zendesk, achieving a 90%+ customer satisfaction rating.
* Resolved 93% of support cases independently, escalating only highly complex issues.
* Provided detailed case studies and knowledge base documentation, leading to improved support efficiency.
Grey Havens, LLCLocalization Manager
Mar. 2016As the Localization Manager and Spanish Team Manager, I oversee all aspects of localization, including in-game activities, marketing, and promotions. I am responsible for ensuring that our Spanish-speaking audience receives the best possible experience while playing our games. In addition, I work closely with the English promotions team to create engaging content for all of our players. I'm also responsible for monitoring the game, including the economy and players, keeping updated with recent changes, and reporting any issues to leadership or developers. Other tasks include answering petitions, resolving complaints and player conflicts, and escalating issues appropriately.
Three Rings Design Studio and Sega NetworksSupport Agent / Player Experience Manager
Jun. 2009 - Mar. 2016• English & Spanish customer support for Three Rings games and SEGA's mobile catalog.
• Tech support and troubleshooting for online PC and mobile games.
• Answer customer questions and emails, escalating issues when needed.
• Investigate and resolve customer inquiries.
• Create and maintain game documentation.
• Communicate with development teams.
• Maintain an up-to-date knowledge of the games and communities.
• Help maintain daily reports detailing issues and feedback from customers.
• Create, organize and judge various game community events and contests.
• Involved in policy-making process for multiple games.
• Moderate and communicate with online communities.
• Moderation of English & Spanish forums and wiki
• Monitor the games, economies, customers and other critical systems.
• Extensive use of Zendesk and OTRS email support systems.
• Work with highly specific customized support software and varying policy for multiple games.
Mary Kay Inc.Independent Sales Director
Jan. 2001 - Jan. 2008Puerto Vallarta, Jalisco* Led and mentored a team of 70 independent sales representatives, driving revenue growth.
* Developed sales strategies, training programs, and marketing plans to improve performance.
* Managed customer relationships and product sales, ensuring high client retention.
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