Horatio

Nov, 2024  –  Sep, 2025  •  11 mos  -  Full time

Delivered high-quality remote customer and technical support for digital platforms, including travel booking and parental control applications, ensuring accurate and timely resolution of user issues.

Managed complex cases involving billing disputes, refunds, account setup, and app troubleshooting, reducing escalations by providing clear, step-by-step guidance.

Supported users through high-pressure and sensitive situations, maintaining empathy while protecting company policies and customer trust.

Collaborated with internal teams to document recurring issues and improve support workflows, contributing to faster resolution times and better user experience.

Demonstrated strong time management and multitasking skills, handling multiple conversations simultaneously while maintaining service quality in a fully remote environment.