Ensured a positive, fair, and enjoyable experience for players across Blizzard’s game titles (like World of Warcraft, Overwatch, Diablo, etc.), assisting with in-game issues, billing, bug reports, Game Moderation & Policy Enforcement. • Resolved over 1,200 technical and gameplay-related tickets monthly, consistently maintaining a customer satisfaction rating above 85%. • Improved support efficiency by reducing average ticket resolution time by 25%, creating pre-approved responses for frequent issues. • Acted as a multilingual point of contact (English/Spanish) during high-severity incidents, ensuring smooth communication between players and internal teams. • Identified and reported 20+ recurring software/game bugs monthly, leading to game updates and significantly fewer user complaints. • Created over 130 Knowledge-based Articles per year, for internal employees and external use (available for customers).

Received and managed more complex or unresolved customer issues forwarded from initial support (Tier 1), such as hardware diagnostics or advanced software troubleshooting. • Resolved over 1,300 customer issues related to Apple’s hardware and software ecosystems over phone calls monthly. • Approved and handled customer escalations (from Tier 1 agents) based on technical and behavioral difficulty. • Authorized courtesy compensation (per company policy) for extended issues. • Reconnected with customers post-resolution to confirm issue resolution.