Minos Ponville III

• Assisted credit card holders from multiple banks in redeeming their rewards efficiently.
• Booked air travel and hotel reservations for credit card holders.
• Cancelled travel reservations and addressed additional issues by generating case tickets.

• Assisted users in optimizing the use of various features of the web-based application.
• Made changes to accounts after getting explicit permission from the appropriate level user of the account via email.
• Created bug report and feature request cases based on users' expressed issues after conducting troubleshooting.
• Used CRM tools for effective case management, solution tracking, and detailed interaction documentation.

• Facilitated customers' ordering of products.
• Scheduled donation pickups for charity contributors.
• Renewed memberships, updated account data, reordered benefits, and answered questions for association members.

• Aided customers in accessing their accounts, initiating and terminating subscriptions, as well as placing and canceling orders.
• Assisted users in navigating the website and understanding its information through phone calls, emails, and live chat.
• Provided guidance to agents in the internal chat.
• Managed challenging calls with care as a first-level escalation representative.
• Monitored the client's Facebook page and concealed unacceptable posts.

Pursued a computer science degree part-time while working for the East Baton Rouge School System from 2004 to 2005, and then I studied full-time starting in the fall of 2006. then full-time in the fall of 2006.

Pursued a bachelor's degree in computer science full-time for 5 semesters.