April Villamayor
San Jose
Summary
Customer support professional specializing in Zendesk and workflow management. Demonstrated success in process improvement and effective escalation resolution. Strong attention to detail enhances customer satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Customer Support | Email Operations Coordinator
Mammoth Nation
San Jose
01.2022 - 03.2026
- Managed day-to-day support operations in high-volume Zendesk environment, ensuring SLA compliance and swift ticket resolution.
- Resolved escalated customer issues, including payment disputes and refunds via Stripe, maintaining positive outcomes.
- Maintained low ticket backlog through effective prioritization and workflow management.
- Optimized Zendesk workflows to ensure accurate ticket routing and operational stability.
- Developed and updated macros to enhance response speed, consistency, and support quality.
- Streamlined ticket routing by optimizing triggers and automations, reducing manual workload.
- Oversaw agent setup permissions and platform administration for efficient operation.
- Collaborated with internal teams via Slack and Microsoft Teams to enhance support processes.
Assistant Manager
Yankee Candle
Santa Clara
08.2005 - 05.2012
- Oversaw daily store activities as shift manager, supporting team members effectively.
- Provided exceptional customer service, enhancing customer satisfaction through comprehensive product knowledge assistance.
- Handled customer concerns and resolved issues to enhance overall shopping experience.
- Managed cash register operations, including cash handling and drawer balancing.
- Performed opening and closing procedures to secure funds and prepare registers.
- Assisted with inventory management by stocking merchandise and organizing displays.
- Coordinated store opening tasks to ensure operational readiness and effective merchandising.
- Maintained clean, organized, welcoming environment, contributing to positive shopping experience for customers.
Education
Bachelor of Arts -
Golden State Baptist College
Santa Clara05-2008
Skills
- Customer Support
- Zendesk
- Ticket & Workflow Management and Resolution
- Escalation Resolution
- Payment Processing
- Stripe Payments & Refunds
- Process Improvement
- CRM Systems
- Email Campaign Execution
- Segmentation & Targeting
- Mailchimp / Deployer / BeeFree
- Data Management & Reporting
- Cross-Team Communication (Slack & Teams)
- Typing Speed 60 WPM
Timeline
Customer Support | Email Operations Coordinator
Mammoth Nation
01.2022 - 03.2026
Assistant Manager
Yankee Candle
08.2005 - 05.2012
Bachelor of Arts -
Golden State Baptist College