Customer Support Administrator, Vault Inc.                                        5/2008 – present

• Provided all tiers of support by phone and emails
• Created weekly and monthly reports tracking refunds, chargeback and the different types of issues leading to them.
• Reduced the amount of refunds by 30% and the Chargeback by more than 50% within the first 3 months.
• Contested Chargeback with an average of 55% success rate.
• Reduced the dollar amount of refunds by more than 60% by successfully offering prorated refunds to customers.
• Provided support for high-end clients such as Deloitte, Bain, the United State Marines for their membership and job postings.
• Bridged communication between end users and the technical department and made sure that issues were solved in a reasonable amount of time.

Customer Support Manager, Oberon Media                                         11/2004 – 5/2008

• Managed a team of 3 customer service representatives in the New York Offices (Tier 2 and Tier 3 support) and a team of 8 outsourced representatives.
• Lead surveying group to select Sitel/Client Logic to replace current outsource company in March 2005.
• Worked closely with our engineers and the new contractor to facilitate a smooth implementation of our support center with their CRM. Created training documents and trained Tier 1 agents.
• Hired and trained in-house team of Tier 2 and Tier 3 agents. Updated training documents as new products were released. Created templates to handle new issues. Maintained a close watch on our 12 hour SLA to ensure customer satisfaction.
• Answered up to 250 support requests per day through CRM Eshare and by direct emails.
• Resolved a wide spectrum of issues, ranging from billing errors to technical glitches with deep troubleshooting, as well as gaming questions and refund processing.
• Bridged communication between the end user and different departments within company (Marketing, Business Partnership Managers, Product Developers, Finance, Web Operation). Escalated emergency issues directly to these departments for immediate review and resolution.
• Raised and tracked status of bugs and a variety of other issues through the JIRA application and Sharepoint until resolution.
• Tracked all aspects of customer service activity including support trends, charge-backs and refunds in weekly and monthly reports sent to upper Management and partners. Utilized reports to increase team efficiency and decrease refunds.
• Successfully resolved several complaints from customers to the Better Business Bureau.
• Identified and offered solutions to improve customer service practice at Oberon, including email verification field during checkout, credit card authorization improvement, user accounts to ease retrieval of game registration information, duplicate order prevention and post-purchase CD order system.
• Central point of contact between Oberon and all payment providers.
• Moderated user interaction on Multiplayer platforms in France and on Comcast Chill.
• Monitored the web and Ebay to find and remove pirated versions of our product.