Vilma Sandoval
Inglewood,CA
Summary
Dedicated and empathetic Customer Support Specialist with over 3 years of experience in the video game industry. Skilled at troubleshooting gameplay issues, handling technical and billing inquiries, and fostering a positive player community. Adept at using helpdesk platforms and other tools to deliver fast, player-focused solutions. Curious gamer with knowledge of PC, console, and mobile games.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Square
Inglewood, CA
06.2019 - 02.2023
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided Tier 1 and Tier 2 support for mobile/console titles.
- Resolved a variety of support tickets via chat, email, and phone calls.
- Assisted with live event support and patch day issues.
- Resolved customer complaints in a timely manner to ensure satisfaction.
- Identified and escalated recurring gameplay bugs to the QA and DevOps teams.
- Trained and mentored new agents on ticket handling procedures and game knowledge.
Education
High School Diploma -
Airport High School
West Columbia, South Carolina06-2014
Skills
- Technical support
- Ticket resolution
- Game troubleshooting
- Live event assistance
- Basic understanding of platforms and devices – (PC, Xbox, PlayStation, Mobile) and their common issues
- Familiarity with customer service platforms – like Jira, Dogbert, or Salesforce
- Microsoft outlook
- Microsoft Excel
- Typing 59 wpm
Languages
Spanish
Native/ Bilingual
Affiliations
- While employed with Square Enix, I would often be involved with learning activities through the LinkedIn Learning platform. Took several classes on customer relations, burnout control, dealing with difficult situations, and much more!
Timeline
Customer Service Representative
Square
06.2019 - 02.2023
High School Diploma -
Airport High School
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