Alyssa Acuna

Technical & Financial Account

Performance & Recognition

• Frequent Employee of the Month among thousands of employees.
• Consistently exceeded performance metrics, earning recognition as a top performer within the team.
• Managed high-stress situations, maintaining professionalism while resolving disputes and conflicts.
• Addressed financial-related concerns efficiently, ensuring accuracy and customer satisfaction.
• Maintained detailed records of customer interactions to track issues and ensure timely resolution.
• Created a Zendesk ticket tracker from direct exports to streamline issue management.

Leadership & Support

• Provided coaching and mentorship to new hires, supporting their successful onboarding.
• Served as Point of Contact (POC) for the team, assisting with escalations and inquiries.
• Part of the L2 Escalation Team, handling complex concerns and ensuring effective resolutions.

SaaS, E-commerce, Tech and Loyalty Solutions

Customer & Merchant Support:

• Handled concerns from live chat, email, and other admin tasks.
• Managed email correspondence for effective client communication.
• Enhanced customer satisfaction by providing exceptional service and product knowledge.
• Met with CEOs or merchants via Zoom for complex concerns and provided high-level support.
• Called the frontliners of CEOs/merchants to follow up on idle orders.

Process Optimization & Documentation:

• Created and managed Google Sheet trackers for all concerns and knowledge hub articles/FAQs.
• Developed and maintained SOPs, FAQs, and internal knowledge base articles to improve efficiency.

Team Leadership & Mentorship:

• Mentored junior team members, fostering a culture of continuous improvement and professional growth.
• Recognized as a Frequent Top Merchant Support Specialist for consistently delivering outstanding service.

Gaming Services & Outsourcing Company (Project-Based/Flexible)

Professional Skills & Work Ethic

• Self-motivated, with a strong sense of personal responsibility and commitment to excellence.
• Thrived in fast-paced, high-pressure environments, ensuring efficiency and accuracy.
• Adapted quickly to new situations, processes, and evolving customer concerns.
• Worked flexible hours, including night, weekend, and holiday shifts, to meet business demands.
• Tech-savvy, with the ability to quickly learn and utilize new software applications.

Email Support – Rockstar Games

• Provided email-based customer support.
• Assisted with account recovery, in-game issues, billing disputes, and technical troubleshooting.
• Handled high-volume support tickets, ensuring timely and accurate responses.
• Investigated and resolved game-related concerns, including bug reports, modding issues, and player disputes.
• Maintained detailed logs of customer interactions, ensuring proper documentation and follow-ups.
• Delivered clear, professional, and player-friendly communication, enhancing customer satisfaction.

Part Time (25hrs/week)

• Influencer Outreach
• Virtual Assistant Task
• Manage social media content and messages
• Update contracts and other data for influencer outreach/management

Commission Based/Flexible

• Reach out to leads
• Close the potential sales
• Track and update tasks
• Manage social media’s content and messages

1 hour per day

• Rate social media ads based on their appropriateness and appeal to viewers.
• Evaluate if the video can be transcribed without violating any guidelines.

Project-based (30 days)

• Boosted online sales by implementing effective SEO strategies.
• Created blogs to enhance content marketing and audience engagement.
• Designed sample social media posts to improve online presence.
• Developed an email sequence to optimize customer communication and conversion rates.

2 hrs/day, 5 days/wk (flexible)

• Managed Communication: Oversaw and prioritized the CEO’s email communications, acting on behalf of the CEO to ensure timely responses and maintain an organized inbox for efficient operations.
• Subscription & Event Management: Handled subscription concerns, technical issues, account management, refund processing, and event coordination for SLPs to ensure seamless user experience and customer satisfaction.
• Email and Offering Management: Managed tags for emails and offerings to organize communication and subscription, and streamline marketing efforts.
• Presentation Support: Prepared professional PowerPoint presentations and managed remote slide shows for monthly reports, ensuring seamless delivery.

About the CEO:
The CEO of Speech Time Fun, Inc. is a licensed Speech-Language Pathologist based in New York, leading a company dedicated to supporting SLPs working with grades 4-12. Speech Time Fun, Inc. provides easy-to-prepare materials and training designed to help SLPs incorporate engaging, high-interest content that drives student progress toward speech and language goals.