Neil Serrano

Background

About Neil Serrano

WORK EXPERIENCE: Mar 2021 – Aug 2023 Technical Support Representative, Upwork (ActivePipe) Provided technical & customer support via email and chat for ActivePipe, a real estate email marketing platform. Handled customer complaints, clients' technical requests, platform troubleshooting and inter-department coordination for client concern resolution. Jun 2020 - Dec 2020 Quality Assurance Specialist, Upwork (Woflow) Performed quality assurance on the menus completed by the company’s transcribers. Provided detailed instructions and strategies on how transcribers can improve their transcription data. Mar 2020 - Jun 2020 Menu Transcriber, Upwork (Woflow) Transcribed restaurant menus (pdf files/images) into an online version suited for delivery apps through Woflow online tool. Oct 2016 - Sep 2019 Technical Support Representative, Upwork (TrekkSoft Online Booking Software) Provided technical & customer support to TrekkSoft’s clients: international SME business owners. Created customers' websites through a website builder option of the software. Handled customer complaints and accounts dispute management. May 2016 - Sep 2016 Team Leader, TaskUs Inc.(Account: Wish) Lead a team of 12 Customer Service Representatives that handles customer complaints, concerns and inquires about their purchased product via the Wish App. In-charge of quality control and project management. Nov 2015 - Apr 2016 Team Leader, TaskUs Inc.(Account: FullScreen) Handled a team of 8 Video Optimizers that manage YouTube accounts of FullScreen clients. Ensured that Team’s KPIs are met. Did regular alignment with clients for project updates. Feb 2015 - Oct 2015 Video Optimizer, TaskUs Inc.(Account: FullScreen) Performed YouTube channel optimization and updates for clients’ videos and video channels. Created custom video thumbnails using Adobe Photoshop software. Communicated with clients regarding task updates and project progress. Feb 2013-Jan 2015 Research Analyst, TaskUs Inc.(Account: CrowdFlower) Created test questions for an online job/crowd-sourcing provider. Performed online-based searches for people, articles and products related to the test question. Daily tasks also include content moderation, data entry and transcription. Jun 2012-Jan 2013 Data Miner, TaskUs Inc.(Account: AllTrails.com) Updated web content for a hiker/trail-based website, which includes research on a particular trail, its GPS coordinates and best season when to hike. PERSONAL BACKGROUND: Proficient in Google Suite, Microsoft 365, Slack, Zendesk, Intercom and familiar with HubSpot & Monday.