Overview
More than 10 years of customer service experience
Event manager for video gaming community events for more than 10 years.
Bachelor’s degree in computer science combined with business administration
Bilingual, can write and speak English as well as Spanish fluently
Professional Experience
Comcast March 2010 – Present
Senior Social Media Analyst – May 2019 to current – Denver, CO
Creating, automating and improving new and existing reports for management as well as executive leadership.
Social Media Analyst – March 2016 to May 2019 – Denver, CO
Responsible for creating and maintaining a series of operational, forecasting and web analytics reports that are conveyed to various levels of management, including executive leadership.
- Agent metrics reporting: Generate reports that track social media agent’s activity within Lithium Response and several other social listening tools in order to create a scorecard and track agent’s productivity.
- Monitor social media and forums: Actively monitor traffic through Lithium Response, Lithium Social Intelligence, Adobe Analytics, Google search as well as other social intelligence tools to forecast customer trends as well as provide daily updates to leadership.
- First line of defense: Use real-time insights and report these to other internal support channels in order to help resolve wide reaching customer issues. We use this information to provide updates to customers from start to finish.
- Forum reporting: Provide forums reporting based on new product launches, feature changes or customer trends to product teams.
- Query Creation: Created several queries to tag customers who are gamers and keep track of their activity when mentioning our products. These tags help to identify twitch streamers and other influencers when they have a problem with our product.
- Supporting gamers: Served as an advisor for Xfinity Gaming initiatives and promoted Comcast social media channels during gaming events in 2016. While we work on a plan to support these gamers, a dashboard of my creation is currently used to monitor their activity.
Digital Media Specialist – September 2014 to March 2016 – Denver, CO
Provide customer support across social media platforms like Twitter, Facebook and the community forums. Report to management hot topics across the web that involve Comcast services. Worked on new initiatives designed to improve customer service.
- Escalation Support for DMO: Assisted colleagues with complex customer issues and was able to get resolutions to satisfy the customer. This involved communicating with different departments and levels of management in order to resolve the customer’s issue.
- Fourth Quarter Award Winner for 2014: Awarded due to my consistent work ethic in maintaining customer focus when resolving customer issues.
Tech Central Customer Experience Expert (CAE4) – February 2012 to September 2014 – Houston, TX
Provide support to call center, field and other departments by solving highly complex customer issues.
- Link to Leadership participant: Participated in Comcast leadership development program.
- Team Lead for Hold/ACW reduction project: Created a daily report to identify agents that were struggling and offered support by dispatching a lead to help them during their calls.
- Q2 2013 Dare to Soar: Mission Control Award Winner: Recognized as top performer for Tech Central team.
- Ticket Team Point of Contact: Tasked with distributing the daily workload to peers, creating end of day reports, managing Email box and resolving other escalated customer issues through our ticketing system.
- Helpdesk: Provided CAE’s an efficient and effective way of solving customer issues.
- Temporary Tech Central Point of Contact: Contributed alongside other departments by identifying issues that affected the local Comcast network as well as designing a plan of action to resolve them.
Technical Support Agent (CAE1) – March 2010 to February 2012 – Houston, TX
This position allowed me to work on different roles that helped me improve my organizational and leadership skills.
- Tech Lead: Supported team as acting supervisor when needed.
- Chosen as the Dream Series MVP: Due to my involvement in different projects throughout the year, the company recognized me as the MVP for the Houston area.
- SharePoint Developer and content writer: Helped in the construction of the Tech Support SharePoint page as well as the creation of tutorials to assist other agents that struggled with troubleshooting complex issues.
Event Management Experience
Texas Showdown April 2011 – Present
Tournament and Event Organizer – Houston, TX
Assist with event planning tasks such as; layout, tournament schedule, stream schedule, finding equipment, dividing workload across volunteers, working with vendors as well as sponsors.
Freelance Esports Event Manager and Tournament Organizer August 2005 – Present
Tournament and Event Organizer – Multiple locations including Puerto Rico, Texas and Colorado
Over the years I have offered my services as a freelancer by helping grass root communities from early stages of planning, to successfully running and managing the event. This encompasses everything from setting the layout, stream production, bracket running, allocating necessary equipment, finding sponsors for events among other responsibilities.
Comicpalooza May 2013 – May 2014
Main Video Game Tournament Runner – Houston, TX
Prepared and ran multiple video game tournaments during the conventions weekend.
Anime Matsuri March 2013 – March 2013
Video Game Tournament Organizer – Houston, TX
As the main tournament organizer for the convention gaming room I had to broker a deal between the CEO of Anime Matsuri and the Insomnia VGC owner in order to have the necessary equipment and personnel to run tournaments during the conventions weekend. Because of the collaboration, we were able to provide casual as well as more experienced gamers multiple small tournaments that did not take away all of their time and still provide high-level competition.
Electronic Gaming Association January 2008 – December 2009
Vice President and Event Organizer – Ponce, PR
As the Vice President of the association, the president and other members of the board would take my input and make the necessary changes in order to improve the way tournaments ran. Some of the suggestions implemented resulted in multiple innovative events that attracted casual as well as experienced gamers. Tasked with finding equipment, catering food for players, planning and running tournament, dividing prize winnings, as well as leading volunteers.
ALPHA Computer Association August 2005 – December 2007
Bracket Runner – Ponce, PR
Due to my involvement with the fighting game community, the association appointed me as the main bracket runner for gaming events. Given this opportunity, I found ways to effectively and efficiently run events. It also sparked my passion for running gaming related events.