Summary
Overview
Work History
Education
Skills
Timeline
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Juan Estrella

Los Angeles,CA

Summary

8+ years experience with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Representative

Embodied inc.
12.2022 - 11.2024
  • Increased NPS by 173% and CSAT by 18% by implementing scalable customer success strategies and aligning customer support and success teams to improve response quality and efficiency
  • Delivered high-quality omnichannel support for customer needs, specializing in user-centered troubleshooting and resolution tracking to improve user satisfaction
  • Conducted training and created digital resources ensuring seamless use of Moxie for parents, educators, and caregivers
  • Managed social media interactions by responding to comments and messages, while maintaining a positive brand presence and filtering out unwanted content to ensure a professional online environment

Senior Customer Care Representative

Age of Learning Inc.
03.2018 - 12.2022
  • Managed customer service inbox of 200+ emails and 60+ phone calls per day across 5 brand applications
  • Provided technical support for all operating systems and devices including Windows, Apple, Android, desktop computers, tablets, and mobile devices
  • Maintained operational proficiency of the core product applications: ABCmouse, Adventure Academy, ReadingIQ and My Math Academy applications to properly assist and enhance customer experience
  • Escalated ongoing technical issues within the app to the development team for further resolution

Game Capture Artist & Production Assistant

Noodlehaus
04.2017 - 07.2019
  • Captured android gameplay scenes and clips for Epic Games 'Fortnite' for use in mobile advertisements
  • Captured all footage for Bulletstorm Full Clip Edition digital launch trailers
  • Captured gameplay for digital commercials in the video game industry based on direction from clients and creative directors
  • Wrote the introduction of Todd Howard's induction into the hall of fame at DICE AWARDS 2017

Education

Associate of Occupational Studies - Acting

AMDA - American Musical & Dramatic Academy
Los Angeles, CA
01.2017

High school or equivalent -

Nease High School
St.Augustine, FL
01.2015

Skills

  • Collaborative
  • Problem-solver
  • Creative
  • Dependable
  • Customer support
  • Quality assurance
  • Complaint resolution
  • Call control

Timeline

Senior Customer Service Representative

Embodied inc.
12.2022 - 11.2024

Senior Customer Care Representative

Age of Learning Inc.
03.2018 - 12.2022

Game Capture Artist & Production Assistant

Noodlehaus
04.2017 - 07.2019

High school or equivalent -

Nease High School

Associate of Occupational Studies - Acting

AMDA - American Musical & Dramatic Academy
Juan Estrella