Christopher Bergeris
Studio City,CA
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Experienced trainer of customer care departments. Fast learner, empathetic, data driven.
Overview
6
6
years of professional experience
Work History
VIEWER EXPERIENCE ANALYST
Pluto TV
11.2021 - 05.2022
- Worked with QA, Product, and Engineering teams to identify and resolve issues customer issues.
- Utilized CMS in order to track content info and availability.
- Fed into daily reports and other key support metrics to identify predictive product trends.
- Utilized internal support tools such as Slack, Jira, and Zendesk.
- Created training modules, articles, and co-hosted training sessions with an offshore team of trainees
- Ran QA calibrations weekly with supervisors and managers to review emails and calls from the customer service team and made suggestions, corrections, and followed through with training reminders for our team to provide the best customer support.
TRAINING AND QUALITY ASSURANCE TEAM LEAD
Ruggable
06.2021 - 11.2021
- Created and updated the Internal Knowledge Base with articles, videos, and examples to help agents get information as quickly as possible
- Maintained training decks for Training & Quality Assurance agents to present to new hires and re-training courses.
- Ran monthly QA reports for the Training & Quality Assurance team to review agents' tickets and send coaching feedback to Team Leads.
- Reported to the Special Teams Supervisor and holding weekly meetings with the Training & Quality Assurance team to update and assign daily tasks.
- Approving payroll for all Training & Quality Assurance agents
TRAINING AND QUALITY ASSURANCE SPECIALIST
Ruggable
11.2020 - 05.2021
- Completed Quality Assurance reviews for all Customer Care agents.
- Structured and led training courses for new hire agents, teaching everything needed to excell at the Customer Care position.
- Created loom videos for training purposes to present in training sessions for new hires as well as in articles for the Internal Knowledge Base.
- Led the training an onboarding of callbacks and inbound call training for all agents.
SENIOR SUCCESS AGENT
The Black Tux
12.2018 - 07.2020
- Updated site's FAQ's and updated training programs for new hires.
- Rewrote and formatted Internal Knowledge Base for all agents.
- Took on escalation calls for team leads and managers.
- Monitored slack channels and provided answers and solutions for overseas team and showroom managers.
CUSTOMER CARE REPRESENTATIVE
The Black Tux
08.2016 - 11.2018
- Supported customers through high volume phone, email, and chat operations.
- Met weekly and monthly goals for answered phone calls, and emails, as well as maintaining quality success rates from customer surveys.
Education
Bachelor of Fine Arts - Writing for Film and TV
UNIVERSITY OF THE ARTS
Philadelphia, PA05.2010
Skills
- PC/Mac literate
- Microsoft Office Suite
- Excel
- Zendesk
- Talkdesk
- Shopify
Timeline
VIEWER EXPERIENCE ANALYST
Pluto TV
11.2021 - 05.2022
TRAINING AND QUALITY ASSURANCE TEAM LEAD
Ruggable
06.2021 - 11.2021
TRAINING AND QUALITY ASSURANCE SPECIALIST
Ruggable
11.2020 - 05.2021
SENIOR SUCCESS AGENT
The Black Tux
12.2018 - 07.2020
CUSTOMER CARE REPRESENTATIVE
The Black Tux
08.2016 - 11.2018
Bachelor of Fine Arts - Writing for Film and TV
UNIVERSITY OF THE ARTS
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