Sergio Chlebecek
@sergiochlebecek1
Technical support specialist at Anker who automated workflows and maintained 87% CSAT across 52,000+ interactions.
United StatesWhat I'm looking for
At Anker Innovations, I handled about 250 customer interactions a week and maintained an 87% average CSAT across 52,000+ interactions. I ranked 2nd company-wide in performance metrics.
I built a JavaScript bookmarklet automation that was adopted company-wide, and identified a hardware defect by analyzing ticket patterns and escalating it with supporting data.
At Guardzilla, I supervised a remote team of 20 and used Google Sheets trackers to examine connection patterns across 15 camera types. By cataloging errors by phone model and sharing data and documentation with engineers, I helped cut camera error rates from 50% to 5%.
At Apple, I resolved Tier 2 escalations by remotely connecting to customers’ devices and addressing account login and software issues. I also wrote knowledge base articles and troubleshooting scripts at Guardzilla, and have experience with healthcare claims and document control, including HIPAA-related records.
Experience
Work history, roles, and key accomplishments
Senior Technical Support Specialist
Anker Innovations
May 2021 - Sep 2026 (5 years 4 months)
Resolved ~250 customer interactions per week across phone, chat and email, ranking 2nd company-wide in performance metrics. Maintained an 87% average CSAT across 52,000+ interactions over 5+ years and built JavaScript bookmarklet automation adopted company-wide.
Resolved Tier 2 escalations using remote-access software to connect to customers' iPhones, iPads and computers, fixing issues from account login to software problems.
Customer Support Supervisor
Guardzilla
Sep 2015 - Apr 2020 (4 years 7 months)
Supervised a remote team of 20 support employees. Raised first-call resolution to 90% and cut camera error rates from 50% to 5% by cataloging errors and providing engineers with data and documentation.
Education
Degrees, certifications, and relevant coursework
High School
High School Diploma, General Studies
Completed high school education in 1983.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
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