Maria Aurora McIntire
Jarrell
Summary
Customer support associate skilled in investigating escalated player concerns and identifying trends to enhance service quality. Maintains SLA compliance and efficiently manages support queues while collaborating with teams to streamline workflows. Utilizes CRM platforms to document and resolve issues, ensuring a positive customer experience.
Overview
18
18
years of professional experience
Work History
Customer Support Associate
SciPlay / Light & Wonder
Austin
05.2022 - 06.2026
- Investigated and resolved escalated player concerns about account access, payments, and technical issues, ensuring customer satisfaction.
- Maintained SLA compliance while managing high volume support queues.
- Utilized CRM and ticketing platforms to track, document, and resolve customer concerns.
- Collaborated with cross-functional teams to streamline support workflows and enhance quality of customer investigations.
- Identified trends in player feedback and escalated emerging issues to appropriate teams, contributing to proactive issue resolution.
- Documented customer-reported bugs and recurring issues, providing detailed information for internal review and resolution.
Retention II Customer Care Specialist
Sitel Group
Austin
02.2022 - 05.2022
- Managed customer complaints and ensured timely resolution in compliance with company guidelines.
- Provided accurate information and effective solutions across phone, chat, and email support channels.
- Maintained strong performance metrics while delivering consistent, high-quality customer service.
- Provided ongoing support and guidance to clients to maximize their product usage.
Operations Team Member
Lifetime Athletic Club
Austin
02.2019 - 06.2021
- Coordinated daily operational tasks to enhance team productivity and efficiency.
- Assisted in inventory management, resulting in a reduction in stock discrepancies.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Engaged in troubleshooting and problem-solving to enhance operational workflow.
- Utilized project management software to track project progress and deadlines effectively.
Customer Service Representative
Sitel Philippines
Manila
11.2011 - 03.2017
- Provided frontline support for major gaming franchises including Star Wars: The Old Republic, FIFA, Madden NFL, and Battlefield.
- Handled high-volume calls and managed complex situations with professionalism, ensuring a positive experience for all customers.
- Resolved product or service issues by clarifying the customer's complaint and conducting thorough investigations to provide timely solutions.
- Monitored and reported on service level agreements to ensure compliance and high-quality service delivery.
Customer Service Representative
Telus International Philippines
Quezon City
10.2008 - 10.2011
- Handled inbound sales, retention, and customer support inquiries via phone, chat, and email.
- Resolved technical and account-related concerns using troubleshooting frameworks, leading to higher customer satisfaction.
- Improved call flow processes to enhance customer experience and supported operational updates.
Education
Bachelor of Science (B.S.) - Major in English
Far Eastern University
Manila, Philippines01-2004
Skills
- Zendesk / CRM Platforms
- KPI & SLA Adherence
- Bug tracking
- Trend analysis
- Report preparation
- Customer communication and empathy
- Application support
- Technical issues analysis
- Team collaboration
Timeline
Customer Support Associate
SciPlay / Light & Wonder
05.2022 - 06.2026
Retention II Customer Care Specialist
Sitel Group
02.2022 - 05.2022
Operations Team Member
Lifetime Athletic Club
02.2019 - 06.2021
Customer Service Representative
Sitel Philippines
11.2011 - 03.2017
Customer Service Representative
Telus International Philippines
10.2008 - 10.2011
Bachelor of Science (B.S.) - Major in English
Far Eastern University