Mj Victorino

Dedicated and empathetic professional with over 20 years of experience delivering high-quality support in fast-paced environments. Expert at listening to customer needs, building trust, and resolving complex concerns quickly and accurately. Proven track record of guiding users through new processes, maintaining secure records, and working collaboratively to ensure every person feels heard and supported.

PRE-CRUISE, MEET AND GREET CUSTOMER SERVICE AGENT - SMS International - Seattle, WA

(2026-03)

• Review the cruise manifest to meet and direct arriving cruise personnel, ensuring they are properly welcomed upon arrival and provided with clear guidance regarding the next steps of their cruise journey.
• Promptly escalate customer concerns related to travel disruptions, itinerary issues, or other journey-related questions to the appropriate parties for resolution.
• Escalate immediate customer concerns re: any travel issues they may be facing and/or questions re: the journey.

APPLICATION & CUSTOMER SUPPORT - Caesars Entertainment - Las Vegas, NV

(2022-03 - 2026-03)

• Functioned as the primary point of contact for the management team, ensuring that customer-facing systems remained operational and user-friendly.
• Monitored and organized service requests, prioritizing urgent needs to minimize waiting times for customers.
• Managed user accounts and security permissions to ensure staff had the right tools to serve guests safely.
• Maintained clear, detailed records of issues and solutions to help the team provide consistent service and meet regulatory standards.

CONTACT CENTER DESIGN - Cerium Networks - Remote Las Vegas, NV

(2014-12 - 2021-06)

• Provided customer requested software and hardware designs and quotes to customers as requested. Functioned as the primary point of contact for the Sales teams and created SOWs on demand.
• Collaborated with the customer to review the site prepared hardware; to assure we met requirements for the newly incoming Contact Center Software.
• Worked hand in hand with support teams and software vendors to assure the software requirement and integration pieces were properly defined pre-implementation stages.
• Maintained clear, detailed records of issues and solutions to help the team provide consistent service and meet regulatory standards.

SERVICE SUPPORT ANALYST - T-Mobile - Bothell, WA

(2006-03 - 2014-12)

• Delivered reliable support in a round-the-clock environment, always focusing on minimizing the impact of technical issues on the end-user.
• Served as a bridge between technical teams and customers, providing clear updates and ensuring everyone was informed during system updates.
• Investigated reported issues to find rapid fixes, preventing small inconveniences from becoming larger problems.
• Partnered with various teams to evaluate new features before they launched, ensuring a smooth and frustration-free experience for the customer.

BUSINESS ANALYST (MEMBER SERVICES) - Boeing Employees Credit Union - Tukwila, WA

(1998-11 - 2006-02)

• Supported daily operations for the member contact center, ensuring calls were routed efficiently so members could reach the right person quickly.
• Managed sensitive member concerns that required extra attention, performing "deep dives" to fix the root cause of the problem.
• Trained and guided internal staff on service processes to improve the overall quality of the experience of the members.
• Managed confidential financial and personal information with the highest level of integrity and security.

Bachelor of Arts - Business Administration - Eastern Washington University