Jomarc T. Avides
Experience @ Substack | Ex-Linkedin | Ex-Facebook (Meta)
- Role
- User Support Specialist at Substack
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Jomarc T. Avides
Ever since I was a little kid, I have been a naturally curious person with a passion for…
Experience
User Support Specialist
Dec 2022 — Present
Processed and closed out over 45 tickets a week and maintained a CSAT of over 96% • Utilized Zendesk, Stripe and inhouse tools to help resolve user questions within a 24-hour SLA period, including high profile clients and writers, troubleshooting bugs and improving user experience/product• Provided quality customer service resulting in 70+ conversions of free accounts to monthly/annual subscriptions in short tenure• Managed Substack Twitter account resolving high profile writers issues within a 1 hour SLA period, answering questions from the community and reporting weekly trends that is occurring within the community• Led weekly team meetings and quarterly company-wide “empathy hour” sessions to identify consumer trends, provide updates and resolve root cause
Skills
- Teamwork
- Javascript
- Customer Service
- Dragon Ball Z
- Leadership
- Microsoft Office
- Xbox 360
- Research
- Halo
- Microsoft Excel
- Management
- Team Building
- Data Analysis
- Microsoft Powerpoint
- Event Planning
- Time Management
- Sql
- Microsoft Word
- Marketing
- Video Games
- Public Speaking
- Powerpoint Templates
- Social Media
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