Otto Rafael Navarro Hernandez
Santa Tecla, El Salvador, -,-
PROFILE
Dedicated and results-driven professional with extensive experience in Gaming Customer Support. Possesses
strong support and coaching skills, as well as the ability to collaborate effectively in team environments. Seeking
opportunities to leverage my expertise in customer support and team collaboration for a rewarding role.
PROFESSIONAL EXPERIENCE
Nov 2006 - Dec 2006
Tropico Surf Shop
Temporary Position as a Sales Agent
- Worked as a sales agent for surf equipment and accessories.
San Salvador
Aug 2009 - Jun 2010
Stream Global Services
San Salvador
Dell Technical Support for Consumer, Latin America Support, XPS, and Alienware
Support
- Provided comprehensive support for the Consumer line of Desktop and Laptop
computers.
- Addressed hardware and basic OS issues.
- Managed Sales through technical support, up-selling, and troubleshooting.
- Participated in an Outbound Project for Latin America support, specifically for XPS
and Alienware support.
Jul 2010 - Oct 2010
Telus International
Santa Tecla
Koodo Mobile - Customer Service for Canadian Mobile Company
- Delivered top-tier customer support via phone.
Oct 2010 - Oct 2012
Zynga Customer Service
Santa Tecla
- Provided support via email and chat for Zynga games, including Mafia Wars,
FarmVille, and FrontierVille.
- Successfully developed a Customer satisfaction workflow that improved average agent
satisfaction by 10%.
Nov 2012 - Mar 2013
Meteor - Gaming Development Studio
Santa Tecla
Player and Forum Support
- Provided support for Hawken, a first-person shooter game via email.
- Managed player inquiries, feedback, reports, and forum discussions.
Mar 2013 - Apr 2018
Google Apps Specialist - Google
- Offered support for Collaboration Apps such as Google Drive, Google Docs, Google
Sheets, Google Slides, Google Calendar, and Google Sites.
- Managed the Trials Guardian Project, successfully upselling Google Apps
subscriptions for small and medium businesses.
- Contributed to the Chat Solutions Project by providing L1 support for existing
customers of Google Apps core services.
Santa Tecla
- Assisted with Devices and Chrome OS support, including Chrome Management,
policies for Chrome Browser, Chrome OS devices, Jamboard, and Pixelbooks.
May 2018 - Feb 2022
5CA
Customer Service for Epic Games
Santa Tecla
- Managed customer support for Epic Games, addressing technical issues and inquiries.
- Reviewed and processed applications for the Support a Creator program, ensuring
compliance with program requirements.
- SME, providing guidance and support to team colleagues through an internal chat
system for questions and answers.
Customer Service for the Copyright Clearance Center
- Managed order requests for copyrighted articles and books, ensuring accuracy and
legality.
- Assisted scientists, doctors, students, and researchers in locating and acquiring specific
content for projects and studies.
- Ensured customers received the correct copyright permissions, facilitating compliant
usage.
- Collaborated with internal teams to resolve order inquiries and provide smooth service.
Worked as a Talent Acquisition Jr. Recruiter
- Evaluated candidate applications for various positions.
- Collaborated with hiring managers to match candidates with role requirements.
- Utilized applicant tracking systems (ATS) for streamlined candidate management.
Mar 2022 - Aug 2023
Arise Gaming
Santa Tecla
Customer Support for Warner Bros. Games
- Provided responsive assistance to players, addressing inquiries, feedback, and bug
reports.
- Delivered top-tier support to high-value players, ensuring exceptional gaming
experiences.
- Collaborated with the gaming community to enhance player engagement and
satisfaction.
EDUCATION
Universidad Francisco Gavidia
- Tourism Business Administration (3 years)
Universidad Tecnológica
- Marketing (2 Years)
Universidad Don Bosco
- Computer Engineering Course (6 months)
San Salvador
San Salvador
Santa Tecla
SKILLS
- Strong analytical skills for adept problem-solving and in-depth research.
- Exceptional teamwork, troubleshooting, and resolution skills, including the ability to identify and implement effective
solutions.
- Committed to continuous learning and professional growth.
- Experience in Zendesk and Salesforce.
LANGUAGES
English - Fluent
Spanish - Fluent
