Max Herrera

Working as a Customer Support Specialist, assisting customers with doubts related to our OKR software. And I also help our internal teams with different tasks across different departments to allow the teams and the company to run on schedule

My duties in this project are to assist customers via tickets and live chats with general questions related to our software (OKRs) and to walk them through the different functionalities of the HRM web tool specialized in OKRs. I help users with the following tasks: - Navigate the HRM Software (how do I do type of questions) - Teach new users how to create functional and dynamic teams, OKRs, Key Results (similar to KPIs), Scorecards, Meetings. 1 on 1s, Bussiness Reviews. Workstreams, Canvas, export info in different formats such as .Xls, PDF, etc. - Assists users with basic to mid-troubleshooting issues - Take note of possible bugs and escalate them to our Tech Support team - Assists users with feature requests, then I escalate them to the corresponding team - Once in a while, I assist users with their issues via video calls - AI functional guidance Some of the skills required for this role are: - Analitical thinking - Teamwork and solo efficient - Troubleshooting skills (PC and Mobile devices) - Data analyst - Oral and written communication - Data entry - CRM Knowledge

Rockstar Games is one of the top-selling/leading franchises in the gaming industry for mobile, console and PC games of all time. My duties in this project are to assist Rockstar Games product users with all types of different issues related to our games. I've also served as a temporary lead for our team during high seasons, in which I assisted new hires with any doubts related to our products. Some of the most common issues I assist users with on a daily basis are: - Asists users with stolen or compromised accounts - Missing in-game items (vehicles, properties, clothing, weapons, in-game virtual currencies etc - Purchase of virtual currencies not received - PC compatibilities and minimum requirements - Assisting with basic to mind troubleshooting issues - Banned or suspended accounts Some of the skills required for this role are: - Analitical thinking - Teamwork and solo efficient - Troubleshooting skills (PC and Mobile devices) - Managment skills - Oral and written communication - Data entry

STARZ is a streaming service similar to Netflix. In this project, I assisted users via phone calls and tickets with troubleshooting issues, billing issues, retention offers.

I worked as a Tier 2 Customer Support representative, for Jackery, which is a company that manufactures Lithium-ion Power Stations, and Solar Panels. In my role as a Tier 2 agent I used to assist customers with doubts, related to our products, such as: - Product compatibility - Logistics issues (USA & Canda via UPS, Fedex and Canada Post) - Lifespan, daily duration while in use - Product recommendations based on their needs - Warranties, returns and/or refunds, missing packages - Amazon refund and return policies - Functionality and/or installations - Charging options - Tech Specs - Recycling units - keep track of return reasons to identify possible paterns Some of the skills required for this role were: - Analitical thinking - Teamwork and solo efficient - Troubleshooting skills - Logistics - Oral and written communication - Product knowledge - Basic electrician code - Hazardous materials regulations

Customer Support position: •Giving Support to the customers: Identifying and solving customer problems using dedicated web tools •Handling and managing web tools specially made for customer support •Keeping a record of each case in the dedicated web tool •Gaming Agent/ Management track record with experience in International Relations (Australia, USA, Turkey, India, Brazil and more) •Escalating more complex problems to the appropriate team when needed •Notifying Leads when a recurrent problem appears, to prevent further cases •Was in charged of multiple games as a back up responsible agent •identifying problems and creating new templates for recurrent ones •informing on promotions and information on respective countries. •Rigorous and organizing, with strong multi-tasking skills; able to successfully keep track of multiple threads •Results oriented with a good understanding of the business KPI-s and a strong will to make things work In-game chat moderation, using a dedicated web tool to keep tracking of players conversations within our games, making sure they would not break the game’s rules, preventing cybery bullying, spamming or selling of game accounts E-Commerce position: •Uploaded lists of games (APKs) into our Gameloft website based on daily/weekly reports with current compatible devices (RIM/Android/iOS). •Received compressed files (APKs) via email, extracted ZIP files and uploaded them into our servers. •Updaded and/or adjusted games prices based on excel reports received via email from our sales team. •Kept Gameloft’s corresponding servers and website updated with relevant information about upcoming sales or promos

I assisted customers via phone calls to provide estimates on Rental cars and moving trucks for Budget Rental Cares & Trucks. 100% of the cases were handled via phone calls with customers from USA and Canada. •Collaborated and communicated with logistics technicians, customer service representatives, quality personnel and tracks, traces, and updates across USA and its AIRPORT CODES, TOLLS. •Computer skills, including navigating multiple open tabs, monitors, systems, and processes •Maintain metrics and analyze data to assess performance and implement improvements •Providing knowledgeable answers to questions about products, pricing, and availability. Analytical skills, and the ability to present analyses in a professional and understandable way, and to support management decision

Currently studying to become a Software Engineer at Universidad del Valle de México