Oliver

Customer Support Professional and former Project Leader with over 10 years of experience surrounding non-voice communication, data entry, and data analysis. Expert in handling complex email support, ticket resolution, and account security. Recognized for creating standardized training manuals and coaching a team of 8 to improve team performance.

Content Creator at Twitch (2022-02 – Present)

Self-Employed

• Checked and analyzed channel metrics and viewership data to optimize broadcast schedules and content.
• Real-time live video streaming using OBS Studio.
• Community management through Discord, and live chat moderation. Answering viewer inquiries, and de-escalating conflicts should they arise.
• Created marketing material for milestone events using Canva or Clip Studio Paint.
• Email management and coordination with developers or publishers for sponsorships.

Data Entry Specialist at calletel (2025-01 – 2026-09)

Part-time

• Routinely compiled and summarized stock levels, pricing, and average gross profit of sold products.
• Checked high-performing and low-selling stocks trends to help maintain competitive pricing.

Project Leader at adish International Corporation (2022-02 – 2024-02)

Full-time

• Managed, scheduled, and coached a team support team of 8 operators.
• Coordinated with sub-leaders and overseas branch upper management to improve on workflow and prevent misoperations.
• Handled and compiled monthly reports to be submitted to overseas branch upper management which tracked team KPI, including Average Handling Time (AHT), tickets processed, individual member performance, and possible improvement plans.

Social Application Support at adish International Corporation (2015-11 – 2022-02)

Full-time

• Spearheaded the team’s first standardized process documents and product familiarity training manuals, that led to a promotion to a [Level 3] Operator which did not exist then.
• Handled email customer support for a video gaming account. Included account recovery, purchase disputes, game specifications, account security, etc.
• Collated data from customers and ensured they were accurate to be escalated to the necessary departments for investigation.

Reservations Associate at Discovery Suites (2013-12 – 2015-05)

Full-time

• Encoded and ensured that all data in the Property Management system for guest reservations are accurate and up-to-date.
• Personal/Voice/Email correspondence with guests, clients and co-employees.

Guest Services Associate at Discovery Suites (2013-02 – 2013-12)

Full-time

• Assisted guests with their concerns and ensured all their needs are met, if not exceeded.
• Coordinated with different departments for special endorsements/instructions.

Associate Diploma in Hotel and Restaurant Management – Southville Foreign University (2008)