Michelle Francia
Voiceover Artist | Tier 2 Support Agent
- Role
- Tier 2 Player Support Agent at Skillz
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Michelle Francia
Working at the intersection of client experience, creative production, and games. I bring…
Experience
Tier 2 Player Support Agent
Oct 2024 — Present
Resolved ~80 average player tickets daily via Zendesk, delivering fast, empathetic support for gameplay, account, and billing issues- Maintained top performance on SLAs/KPIs, including response time, resolution time, and satisfaction scores- Created thorough case documentation and escalated complex cases to specialized teams- Partnered with cross-functional teams to share player insights and improve the overall gaming experience- Expanded responsibilities to Trust & Safety (Fairplay Agent) and Withdrawal Escalations, ensuring fair play and secure transactions.
Education
Winners Circle
Intrapreneur High Ticket Sales
College of Southern Nevada
Associate of Arts - AA
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