Angela Luna
Technical Support Analyst At Multi Media LLC
Los Angeles,CA
Summary
Detail-oriented Technical Support Professional skilled in resolving complex technical issues and optimizing user experience. Delivers reliable support through software troubleshooting, network configuration, and QA engineering training, fostering effective collaboration within teams and adapting to evolving environments.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Technical Support Analyst
Multi Media LLC
Los Angeles, CA
04.2023 - Current
- Utilizes Zendesk ticketing system to process over 40 tickets each day and log user inquiries
- Maintains a quality assurance score and pass rate of 98% or above
- Assists QA engineering team with weekly releases and project card testing and writing test cases
- Documents critical bugs found on the live site, releases, and project cards in Jira
- Engages in cross-departmental collaborative work with Engineering, Product, and Customer Service departments by assisting in additional technical troubleshooting
Customer Support Associate
EduMe
Los Angeles, CA
12.2021 - 02.2023
- Resolved over 40 emails and 20 web chats a day in Hubspot with a >2 hour response time by developing dynamic templated responses
- Crafted reporting dashboards to track customer satisfaction metrics, data trends, and ticket patterns.
- Developed an automatic process for the net promoter score survey (NPS) via AppCues and maintained an NPS score of 60 or above
- Supported client calls with Spanish translation assistance
- Created and maintained technical documents for the help center
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
Customer Experience Associate
FIGS
Los Angeles, CA
10.2020 - 11.2021
- Maintained a customer satisfaction rating of 95% and above
- Resolved customer concerns and delivered enhanced customer experience
- Handled an average of over 80 emails, 20 calls, and 15 live chats per day via the Zendesk ticketing system
- Designed departmental customer protection documentation to create a seamless, internal process when handling fraudulent orders
Education
Bachelor of Arts - Political Science And Government
University of California - Los Angeles
Los Angeles, CA01.2020
Timeline
Technical Support Analyst
Multi Media LLC
04.2023 - Current
Customer Support Associate
EduMe
12.2021 - 02.2023
Customer Experience Associate
FIGS
10.2020 - 11.2021
Bachelor of Arts - Political Science And Government
University of California - Los Angeles