Kyla Katrina Caceres

Process and Information Analyst - works mainly with Zendesk, provides and updates correct information on knowledge base and annoucements and conducts test on new feature on the tools being used by the customer service team

Shift lead - Real Time Analyst - works closely with operations team to analyze and improve the company's answer rate, produces bihourly reporting for data analysis and manages call, chat and email queue and volume (forecasting)

Shift lead - Support - conducts daily briefing to ensure all advisors are updated with changes on process, handles supervisory calls, chats and emails and provides first line and escalation process for all advisors

Customer Support Advisor - provides resolution to customers in an efficient manner, making sure that a satisfactory service has been provided to the customers and handles calls, emails and chat support

Chat Host - making sure to provide a friendly and safe chat room for all customers, providing additional mini games to customer to make sure they are entertained and imposing chat bans and warnings

Freelance editor - invitations and projects using canva