Juan Ramon Tadeo

• Multichannel support: Troubleshot technical issues across PC, Mac, and mobile devices, managing diverse cases through Zendesk.
• Content moderation: Reviewed flagged user-generated content to ensure compliance with community guidelines, maintaining high standards of quality and safety.
• Performance excellence: Consistently ranked top in team metrics including Quality, Average Handle Time, and Customer Satisfaction.
• Product expertise: Maintained deep knowledge of the game and platform to deliver accurate, effective support to over 174 million global players.
• Coaching & leadership: Trained teammates, facilitated meetings to clarify processes, and recommended actionable improvements adopted by leadership.
• Cross-functional collaboration: Partnered with diverse teams to address emerging trends and enhance moderation workflows.
• Data analysis: Identified trends in content violations and proposed insights to reduce incidents.
• Process innovation: Contributed improvement ideas, many implemented by supervisors, strengthening team efficiency and clarity.

• Provided Tier 1 technical support for a hospital network in the United States.
• Assisted with account recovery and creation of new user accounts via Active Directory.
• Configured mobile devices to ensure secure access to company tools and resources.
• Delivered personalized user support through guided assistance and remote tools such as Remote PC and TeamViewer.
• Supported mobile devices, PCs, and laptops through phone calls and ServiceNow ticketing system.
• Ensured efficient resolution of technical issues while maintaining a high level of customer satisfaction.

Customer Care Representative:

• Provided first contact support fo a retail store based in the US.
• I helped with orderer entry, order shipment and track. ç
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Fraud Analyst:

• Later on, I became a fraud analyst, working with multiple tools and helping the company identify possible fraud on orders placed.

• Worked as a customer service and retentions representative for 6 months, this being my first bilingual job, where I gained confidence and experience in this area.