Looking for a job

Julia Reis

@juliareis

Message

I resolve complex customer, billing, and technical support cases at scale.

Brazil

Message

What I'm looking for

I'm looking for a remote customer or technical support role where I can resolve complex cases, apply policies accurately, communicate clearly with customers, and contribute to process improvements.

At Ticketmaster Brasil, I resolve high-volume customer cases involving ticketing issues, event changes, payments, cancellations, and refunds through email and Zendesk.

I analyze cases against internal policies, escalate investigations to Operations, Finance, and Risk Analysis, and identify recurring issues and process gaps. I write clear, accurate, and empathetic responses while managing multiple cases in a remote environment.

Previously at Concentrix supporting Spotify users, I handled subscriptions, billing, account management, and troubleshooting across mobile devices, Alexa, PlayStation, and smart TVs. I documented interactions in Salesforce and LivePerson and escalated complex technical issues to international support teams in English.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Ticketmaster Brasil

Jul 2024 - Present (2 years 2 months)

Provide customer support in a high-volume, ticket-based environment, primarily via email and Zendesk. Handle complex inquiries involving cancellations, refunds, payments, ticketing issues, and event changes.

Zendesk Email Support Case Analysis Policy Compliance Escalation Management Written Communication Multitasking