Raquel Gamez
Castroville,TX
Summary
Reliable Shift Team Leader with 10 years in the Email Customer Service industry. Excellent motivational leader successfully communicates duties and tasks. Dedicated to providing highest standard of service and creating warm and welcoming environment for customers. Gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement. Demonstrated proficiency in analytical problem-solving and effective communication. Renowned for exceptional technical troubleshooting abilities and efficient task management, making significant contributions to team success. Strong emphasis on fostering team collaboration to achieve desired outcomes, while remaining adaptable to changing needs and consistently reliable.
Overview
11
11
years of professional experience
Work History
3rd Shift Team Lead/Application Administrator II
Sinch Mailgun
09.2017 - Current
- Perform peer customer support ticket reviews and provide feedback monthly.
- Perform training for team members with their career goals in mind
- Team liaison for enhancing team’s processes and SOPs
- Provide quick emergency response and troubleshooting related to application errors, and create Zendesk macros for quick Support responses.
- Assist other departments, such as Sales and Operations across various Slack channels as a Mailgun SME.
- Continuation of all Application Administrator I duties.
Application Administrator I
Sinch Mailgun
09.2014 - 09.2017
- Volunteer for special projects, enhancing team versatility and cross-training efforts.
- Provide email deliverability level-specific assistance to customers via various channels.
- Provide guidance on best practices for email authentication, including SPF, DKIM, and DMARC.
- Educate users on sending policy infringements and best practice guidelines.
- Conducted daily investigations and suspensions of spammer accounts.
- Managed compromised user accounts by taking appropriate actions.
- Enhanced platforms send reputation by auditing shared IP addresses through proactive measures.
Education
Skills
- Strong leadership
- Staff training and development
- Employee motivation
- Team building expertise
- Team Collaboration
- Excellent Communication
- Analytical Thinking
- Technical Troubleshooting
- Proficient in Problem Resolution
- Versatile Change Management
- Prioritized Task Management
Education and Training
other
Timeline
3rd Shift Team Lead/Application Administrator II
Sinch Mailgun
09.2017 - Current
Application Administrator I
Sinch Mailgun
09.2014 - 09.2017
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