Earvin Serrano

Developed, implemented, and optimized processes and macros for the customer service-facing department to enhance operational efficiency and consistency. Created, edited, published, and maintained a comprehensive knowledge base, ensuring alignment with cross-departmental processes.

Reviewed and verified player-submitted information on white envelopes as part of sweepstakes, ensuring compliance with company terms and conditions for eligibility. Accurately credited validated submissions to player accounts in a timely manner.

Assisted players with a variety of issues, including game-related concerns, payment inquiries, and refund requests. Helped players with account verification to ensure a secure and enhanced gaming experience.

Conducted outbound calls for hipages to engage potential customers and determine their interest in services. Provided a brief overview of trial processes and informed them of additional services to support business needs.

Assisted Yatango Shopping customers with inquiries and order-related issues through Zendesk email and Live Chat. Handled follow-ups with vendors to ensure order fulfillment and managed payment processing and refunds.

Conducted outbound calls to recover payments on past-due accounts. Worked to resolve delinquencies and escalated accounts to debt collection agencies when necessary.

Provided assistance and resolved customer technical issues for cable and mobile internet accounts. Ensured a seamless and reliable service experience for customers.

Engaged with customers to understand their concerns and needs. Efficiently routed them to the appropriate department for assistance.

Responsible for reviewing, processing, and entering customer orders into the company system with accuracy. Promptly escalated any order issues to the customer service team to ensure timely resolution.

Studied the fundamentals of communication and media. Gained knowledge in various aspects of media, including theory, production, and analysis.