Colin Verduzco
Customer Service Professional
Meridian,ID
Summary
A dedicated Customer Service professional with over a decade of experience who possesses a strong problem solving mentality. Proven self-sufficiency and ability to promptly and professionally follow through to a resolution. A team player who possesses a passion for helping others, technology and digital media who aims to enhance the customer experience by employing empathy, patience, diligence and adaptability in every endeavor.
Overview
5
5
years of professional experience
Work History
Associate Client Success Manager
Battlefy
09.2020 - 08.2022
- Worked closely with clients to execute brand and video game publisher partnership deals both domestically and internationally
- Led and actively participated in frequent meetings with both internal teams as well as clients in order to maintain overall cohesion throughout each individual contract
- Successfully led the charge in creating and improving fraud detection for Loyalty Programs with two of Battlefy's largest clients
- Assisted in the Sr. Client Success Manager in the management of deliverables and deadlines
- Designed and managed the distribution, collection and reporting of post-event feedback surveys
Customer Service Specialist
Battlefy
09.2019 - 08.2022
- Professionally addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns pertaining to site performance, account issues and general troubleshooting.
- Achieved a satisfaction rating of 98% on over 5,000 completed tickets through Intercom.
- Escalated difficult or especially time sensitive issues to Battlefy's internal Engineering teams through Jira and Atlassian.
- Collaborated with Battlefy's Engineering and Development teams in the conception, testing and implementation of new features.
- Managed user accounts, organizations, and tournaments through the use of proprietary internal systems
Tournament Organizer
Battlefy
01.2018 - 08.2022
- Configured and supported a variety of large-scale, online video game tournaments for a variety of clients including: Nintendo, Riot Games, Activision Blizzard, EA, NHL, RedBull, HP, MSi, CyberPowerPC, Zotac and Bang & Olufsen.
- Promptly and professionally addressed questions, concerns and complaints from competitors and their managers.
- Resolved player disputes in a timely manner to facilitate proper event flow.
- Ensured proper rules and guidelines were adhered to by each organization's respective player base.
- Responsible for the recording of later rounds larger tournaments, and working with clients' marketing teams to convert that footage into promotional material.
- Monitored live gameplay for especially large events in order to ensure competitive integrity and server performance were up to par.
IT Technician
Element Education
08.2018 - 04.2019
- Configured, installed, maintained and repaired a variety of equipment for use at different schools, which included: Desktops, Laptops, Tablets, 3D Printers, and Projectors.
- Responsible for the management of the school district's proprietary inventory management system
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created, managed and followed through on requests through an internal ticketing system
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Bachelor of Science - Project Management
Boise State University
Boise, Idaho 05.2001 -
Skills
Customer Satisfaction
Customer Service and Support
Client Relationship Management
Troubleshooting
Conflict Resolution
Technical Support
Research
Timeline
Associate Client Success Manager
Battlefy
09.2020 - 08.2022
Customer Service Specialist
Battlefy
09.2019 - 08.2022
IT Technician
Element Education
08.2018 - 04.2019
Tournament Organizer
Battlefy
01.2018 - 08.2022
Bachelor of Science - Project Management
Boise State University
05.2001 -