NATALIE SANCHEZ
@nataliesanchez
Experienced service desk professional delivering high-touch customer support.
United StatesWhat I'm looking for
I am an experienced service desk and customer service representative with ten years in customer support, consistently maintaining a 95th percentile first contact resolution and strong customer satisfaction. I combine technical troubleshooting, account management, and bilingual communication to resolve complex user issues and reduce customer risk.
At Levelset I managed a book of 78 Premier Support accounts valued at over $2M, led regular customer meetings to analyze usage and proactively address support risks, and provided day-to-day and strategic support via calls, emails, and live meetings. Previously, I supported players and customers at Artix Entertainment and PerBlue Entertainment, handling high ticket volumes, payment fraud investigations, merchandise issues, and community and content management.
I am detail-oriented, fluent in Spanish, and skilled with tools such as Salesforce, Zendesk, and Helpshift. I deliver calm, professional de-escalation, maintain knowledge bases, and drive improvements that increase customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Premier Customer Support
Levelset
Nov 2024 - Present (1 year 2 months)
Managed a book of 78 Premier Support accounts valued at $2M+, served as primary point of contact and reduced customer risk by delivering state-specific compliance expertise and proactive account reviews.
Customer Support Professional
Procore
Mar 2023 - Nov 2024 (1 year 8 months)
Resolved customer chats and cases using Salesforce, maintained 95th percentile customer satisfaction and demonstrated strong schedule adherence while de-escalating high‑priority issues.
Community Manager
PerBlue Entertainment
May 2022 - Feb 2023 (9 months)
Provided technical and customer support, maintained knowledge base and scheduled community communications, and managed backend administration for user engagement and issue resolution.
Customer Support Specialist
Artix Entertainment LLC
Sep 2017 - May 2022 (4 years 8 months)
Handled high volumes of Zendesk tickets, investigated payment fraud and merchandise issues, and managed three KickStarter campaigns raising over $200k while supporting VIP backers and in‑game rewards testing.
Education
Degrees, certifications, and relevant coursework
Erwin Technical College
Premier Customer Support, Information Technology
Grade: 3.75 GPA
Completed coursework in computer systems and computer repair with a TestOut PC Pro certification and a 3.75 GPA.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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