Stephany Paola Campos

• Responded to customer requests for products, services and company information.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Entered customer interaction details in Oracle to track requests, document problems and record solutions offered.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Educated customers on company systems, form completion, and access to services.
• Exhibited high energy and professionalism when dealing with all levels of clients and staff.
• Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Communicated with vendors regarding back order availability, future inventory and special orders.

• Recommended products to customers and suggested other options if preferred product was unavailable.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Educated customers on company systems, form completion, and access to services.
• Devised workaround solutions for wifi connection-related issues, resulting in the customer being able to enjoy the wifi purchased.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Assisted call-in customers with questions and orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Responsibilities with users using the app:

• Used Zendesk ticketing systems to manage and process support actions and requests.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Managed high levels of tickets and responded to Grindr's technical support needs.
• Brokedown and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

Other responsibilities :

• Created documentation that empowered and enabled the support team to understand better the app, its features, and expected behavior.
• Recorded and maintained relevant notes for each possible bug users are experiencing in Confluence and Google Sheets.
  Collaborated with developers to escalate and address customer inquiries or technical issues.
• Submitted Issues using Jira for escalating possible bugs from the app.
• Documented all bugs in the system for future reference and addition to the knowledge base.
• Defined and documented technical support best practices for the Grindr App in Confluence.
• Searched and reviewed tickets in Zendesk to request maintenance to features from the app.
• Analyzed bugs from the app to identify troubleshooting methods needed for quick remediation.
• Helped streamline repair processes and update procedures for support action consistency.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support staff.
  Conducted in-depth product and issue resolution research to address customer concerns.
• Authored articles in Confluence for support staff.
  Identified bugs in the app and escalated them using JIRA to the QA Team.