Overview
Work History
Education
Skills
Timeline
Generic

Angelica Zavala

San Antonio,TX

Overview

3
3
years of professional experience

Work History

NFT Product Support

TaskUs
San Antonio , Texas
06.2021 - Current
  • Manage, prioritize, and respond to customer issues, inquiries, and escalations.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail
  • Communicate with internal and external stakeholders in an effective, tactical, and insightful manner
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Captioning Agent

CaptionCall
San Antonio, TX
05.2020 - 06.2021
  • Generated error-free transcripts with skilled capturing and proofreading. Reviewed captions for accuracy in grammar, punctuation and spelling.
  • Performing quality control checks on captioning, such as verifying accuracy of captions against transcripts and timecodes to ensure they are accurate
  • Reviewing submissions for accuracy and completeness, including transcripts, translations, and audio descriptions for the deaf and hard of hearing (D/HH) community

Tier 1 Technical Support Agent

TaskUs
San Antonio, TX
10.2018 - 09.2019
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes. Submitted service tickets for equipment maintenance requests.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.


Education

Associate of Arts -

San Antonio College
San Antonio, TX
06.2018

Skills

  • Fluency in English and Spanish
  • Experience in phone, chat and email support
  • Account Administration
  • Conflict de-escalation and working with cross-functional teams
  • Marketing
  • Proficient in Microsoft Office Suite
  • Proficient in Photoshop

Timeline

NFT Product Support

TaskUs
06.2021 - Current

Captioning Agent

CaptionCall
05.2020 - 06.2021

Tier 1 Technical Support Agent

TaskUs
10.2018 - 09.2019

Associate of Arts -

San Antonio College

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Angelica Zavala