Mary Erica Mendoza

MARY ERICA MENDOZA PROFILE CONTACT I provide customer support and technical assistance, helping with payments, phone service transfers, and online store setup. I focus on solving problems, managing products, and improving customer engagement for a smooth experience. WORK EXPERIENCE - CUSTOMER SUPPORT - EPIC GAMES-Mary Erica Mendoza 198, Pisces St., Doña Adela Phase 1 Subd., Sta. Cruz, Porac, Pampanga EDUCATION Senior High School Systems Plus College Foundation 2016 - 2018 Junior High School Francisco G. Nepomuceno Memorial High School 2014 - 2016 Junior High School Holy Family Academy 2012 - 2014 SKILLS Adaptability Efficiency in Task Management Work Ethic Problem-solving Team Collaboration Communication Skills Customer Service Basic Editing Microsoft Office (Word, PPT, Excel) Creativity Choreography MODSQUAD 11/2024- 03/2025 I handle game support, helping players with technical issues, account concerns, and general troubleshooting. My role involves guiding users through problemsolving steps, ensuring they have a smooth gaming experience. I also keep up with platform updates and policies to provide accurate assistance. It’s all about making sure players get the support they need while maintaining a great experience with the game. Assisting Players with Account Issues: Helping users with login problems, security concerns, and account recovery. Troubleshooting Technical Issues: Guiding players through fixes for crashes, connection errors, performance problems, and other in-game issues. Processing Self-Service Requests: Reviewing and handling automated support requests, such as refunds, name changes, or account verifications. Providing Policy and Guideline Support: Informing players about Epic Games’ policies on bans, refunds, purchases, and security measures. Ensuring a Smooth Player Experience: Offering clear, friendly, and effective support to resolve issues while maintaining a great customer experience. Keeping Up with Game Updates and Changes: Staying informed on patches, new features, and policy updates to provide accurate assistance. CUSTOMER SERVICE - B2B MICROSOFT TELEPERFORMANCE (MAJOREL) 12/2022 - 07/2024 In my role as a Business-to-Business Support representative for Microsoft, I assisted partners with their technical queries related to our products. This involved managing and resolving technical issues while primarily engaging with seniorlevel personnel. It included troubleshooting challenges on behalf of our partners, ensuring smooth operations, and maintaining strong professional relationships. Also onboard partners on their Surface logins and Surface Onboarding. Provide expert support to partners regarding Microsoft products. Address technical queries from partners and help them onboard. Troubleshoot and resolve product-related issues. Engage with senior-level personnel to discuss and manage technical challenges. Responded to customer inquiries via email and phone call in a timely manner. Utilized ticketing systems to priortize customer inquiries based on urgency. Established partnerships with other organizations that would bring value back into the company. Resolved complex customer Issues quickly while ensuring a positive experience throughout all interactions. Used in-depth knowledge of legal precedents to analyze probable outcomes of cases. Escalated unresolved Issues to appropriate departments for further investigation. CHAT SUPPORT - BETTING ACCOUNT REFERENCE Jollo Ian Moreno Teleperformance | Supervisor Phone: - Email : - Steffi Sunga Teleperformance | SME Phone:- Email :- 11/2021 - 04/2022 KMC SOLUTIONS INC. As a chat support, I assist bettors by providing guidance and support regarding their winnings, promotions, and any technical issues they encounter. My focus is not only on enhancing the betting experience but also on promoting responsible gambling practices. Help bettors track and manage their winnings effectively, ensuring they understand how to access their funds. Provide clear information on withdrawal processes, including any requirements or fees involved. Inform bettors about current promotions, bonuses, and how to qualify for them. Help bettors understand the terms and conditions of promotions to maximize their benefits. Offer resources and information to help bettors avoid gambling problems, including recognizing signs of potential gambling addiction. Enhance the overall customer experience by providing timely and effective support. Knowledge of responsible gambling practices and customer care techniques. Resolved customer complaints and disputes related to their betting experiences. CUSTOMER SERVICE - COLLECTIONS IQOR 08/2021 - 10/2021 As a Collection Inbound Call Support representative for Credit One Bank at iQor, I was responsible for managing inbound calls related to credit card accounts, focusing on collections and customer inquiries. Responded to incoming calls from customers regarding their credit card accounts, addressing inquiries about payment status, account balances, and overdue payments. Provided information about account features, payment options, and available assistance programs. Assisted customers in understanding their outstanding balances and payment plans, encouraging timely payments to avoid further penalties. Resolved issues or disputes related to payments or account information in a professional manner. Analyzed customer payment histories to assess credit risk profiles. Check fraud transactions and resolve the issue. CUSTOMER SERVICE - TELCO COMCAST STARTEK 07/2019 - 02/2020 At Startek, I assisted customers with transferring their phone services to Comcast. I handled phone line disconnection issues, advised customers on number retention, and scheduled appointments with technicians. It is also an appointment setter like role. Managed service transfers from other providers to Comcast. Addressed phone disconnection issues and guided customers on retaining their phone numbers. Set appointments for technicians to assist with service installations or repairs. Handled both inbound and outbound calls to support customer needs. Account verification REFERENCE Jollo Ian Moreno Teleperformance | Supervisor Phone: - Email : - Steffi Sunga Teleperformance | SME Phone:- Email :- EMAIL SUPPORT - SHOPIFY E-COMMERCE 05/2019 - 06/2019 TASKUS In my role, I provide comprehensive support to merchants to ensure the successful operation of their online stores. This includes helping with everything from setting up the store to resolving technical issues, ensuring smooth daily operations, and enhancing customer experience. Help merchants set up their online stores, including adding products, setting up payments, shipping, and designing the store. Assist with uploading products, organizing them into categories, and managing inventory for better visibility. Provide advice on boosting customer traffic through marketing and optimizing the site. Fix issues with store themes, ensuring the design looks good and works properly. Ensure the store runs smoothly, looks great, and helps increase sales while offering ongoing technical support. SPORTS ANALYST - HUDL (SEASONAL) SARGAS INC. 12/2018 - 04/2019 We focus on revolutionizing how coaches, players, and teams learn from their game footage. By making data and analysis automatic, we change the way sports professionals approach performance improvement. Our work involves analyzing university or school basketball games to extract valuable statistics and insights. Watch and analyze basketball games using Hudl’s platform to extract meaningful data and insights. Break down game footage to determine key stats such as points, assists, rebounds, turnovers, and more. Provide coaches, players, and teams with detailed performance metrics. To streamline the process of analyzing basketball games by providing accessible, insightful, and data-backed reports that directly tie statistics to video footage, ultimately enhancing team and individual performance.