Ian Scardino

Experience

• 

  Amazon

  Apr 2020 - Sept 2020

  Customer Service Associate

  • Worked in a fast-paced environment, resolved an average of 150 inquiries per week. High performance benchmarks for solving customer’s issues.• Assisted and responded customer’s queries via live chat, phone calls, and emails.• Handled complaints, billing questions and refund requests.• Paraphrased and summarized customer issues.• Good skills to Identify and report fraudulent activity.

• 

  Accenture

  Jan 2021 - now

  Responsibilities:• Provide support to high-profile users and partners on two major social media platforms, assist with recovering and securing compromised accounts.• Work on high touch team that addresses hi-priority requests to tackle situations that could lead to PR fire.• Analyze and process tickets with a high level of detail to effectively apply the company policies and procedures.• Regularly communicate with cross-functional teams to ensure effective resolutions.• Serve as a point of contact and provide assistance to new hires within the team.• Actively involved in training new hires and supporting their development.Projects:• Developed and designed a website to act as an information hub for the teams, improving the process efficiency and reducing errors across the team. Responsible for collecting feedback, continuously improving the website and updating information. • Helped training and supported a completely new team from Bangkok, conducting shadowing, nesting, performing spot checks, and acting as one their primary points of contact.Achievements 🏆• Recognised as a Top Quartile Performer - Q1 2023.• Recognised for Top Quality - September 2022.• Recognised as a Top Performer - April 2022. Show less • Worked in a fast-paced, multicultural environment and provide functional and technical support to small and medium-sized businesses across different languages, keeping high productivity and quality scores.• Daily review over 225 highly structured message templates for API users, taking decisions based on client's policies and processes.• Troubleshoot issues, identify and escalate trends and potential bugs in the platform.• Work closely with Quality Analysts and Subject Matter Experts to ensure a consistent customer satisfaction (CSAT) rating, while solving tickets within the established Turnaround Time. Show less

  • Customer Service | Partner Protection Associate

    Jan 2022 - now

  • Social Media Agent - Small & Medium Businesses

    Jan 2021 - Jan 2022