Mark Nuestro

Monitored user-generated content for compliance with community guidelines and platform policies, enforcing policies and reporting trends to policy teams.

Provided multichannel customer support via tickets, live chat, and email, handling subscription, cancellation, and refund concerns. Used Zendesk and iCat, and created landing pages using syndication tools.

Proactively engaged with customers to understand needs and satisfaction, identified churn risks, and developed retention strategies to improve customer experience.

Provided customer service to North American and Canadian customers via phone, chat, and email, resolving order, return, refund, billing, and product issues while meeting performance metrics.

Managed delinquent accounts through phone, email, and written communication, handling payment arrangements and maintaining compliant CRM documentation.

Provided customer service to UK customers via phone, email, and chat, handling order, return, refund, billing, and product inquiries while meeting service metrics.

Completed a Bachelor of Science in Accountancy in January 2011.