NATALIE SANCHEZ

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.