Juan Yanes

Reviewed and filtered high-volume digital content to ensure strict compliance with Community Guidelines. I effectively mitigated platform risks by identifying policy violations while consistently exceeding accuracy and productivity targets.

Assisted students in the GED department by handling inquiries, guiding them through test scheduling, and ensuring clear communication regarding procedures, requirements, and resources to support a positive experience.

Began as a Technical Support Agent resolving service issues and supporting sales and customer inquiries. Promoted to Subject Matter Expert, guiding agents, assisting with administrative tasks, and enhancing team performance. Later focused on customer service, sales, and retention, resolving concerns and strengthening client relationships through effective communication.

Provided customer service and Tier 1 technical support in English for the ADT account, resolving basic issues, addressing billing and contract inquiries, and ensuring a positive user experience through clear and friendly assistance.

Monitored network performance to identify and resolve issues promptly, conducted routine maintenance, documented incidents, and collaborated across teams to maintain system integrity. Later provided user support via chat and phone, addressing inquiries and resolving technical concerns.