Mike Villarreal

Experience

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  Nerd Society

  Feb 2007 - Jul 2010

  Social Media Manager/Editor

  Responsibilities:- Building and maintaining social media pages; Facebook, Twitter, etc.- Creating quality content and new weekly editorials- Conducting interviews and covering live events- Developing new marketing strategies

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  TTEC

  Sept 2018 - Aug 2019

  Technical Support Specialist and Floor Walker

  Listen to clients and ask questions to identify system issues and find the best solution. Walk clientsthrough troubleshooting over the phone using simple and vivid details. Coordinate and scheduletechnicians with customers for home installations and repair tickets. Ensure that detailed notes are left on every account in order to provide a record of previous troubleshooting and any ongoing issues. Meet company’s quality guidelines to make each call impactful and memorable. Assisting with training new agents and taking escalations calls. Show less

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  Monzo Bank

  Aug 2019 - May 2020

  Customer Operations Specialist

  Assisting clients with questions regarding their bank account while meeting Monzo quality standards and UK Federal Trade Regulations. Offering job training and mentoring to new representatives who may need help with areas they may be struggling in. Providing feedback to Squad Captain about training sessions in regards to where the representatives are at in their experience in their role. Assisting with escalated tasks that even tenured representatives may be having issues solving.

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  Virtual Dining Concepts

  Jan 2021 - Jan 2022

  Operations Manager

  Developing Standard Operational Procedures for Brands like MrBeast Burger and Guy's Flavortown Kitchen. Hire and develop call agents. Handle escalations and coordinate with the Customer Success Team if the restaurant needs to be followed up. Monitor call volume and ensure daily SLA are met. Manage and oversee social media channels for MrBeast and Guy Fieri. Create and schedule promotional campaigns to coincide with the release of new products. Submit nightly reports on phone and social analytics from the day. Show less

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  Order.co

  Jun 2022 - Aug 2023

  Costumer Support Specialist

  Provide customer support to clients. Document and resolve customer issues through Zendesk. Collect data on customer issues and work with management to help highlight trends. Coordinate with vendor partners to resolve any issues with orders and returns. Work with Account Managers to help with escalations and address client pain points. Document feedback from clients to help prevent and resolve platform errors.

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  DraftKings Inc.

  Oct 2023 - now

  Customer Experience Associate