Hansley Junior Mojica Vasquez
About
Detail
Distrito Nacional, Dominican Republic
Contact Hansley regarding:
Flexible work
Starting at
USD15/hour
Résumé
Jobs
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Client Engagement - Account AccessKraken Digital Asset ExchangeSep 2024 - Mar 2025 (7 months)As a Client Engagement – Account Access Specialist at Kraken, I was on the frontlines of user security and account accessibility, acting as a trusted point of contact for clients facing login challenges on a high-stakes financial platform. My role combined technical investigation with empathetic support, ensuring secure access restoration while upholding Kraken’s rigorous standards for account safety. I specialized in navigating complex access scenarios, including multifactor authentication issues and potential security breaches, often collaborating with internal investigation teams. Through meticulous case handling and direct client interaction—including security video calls—I helped maintain trust in one of the most security-conscious eco- Technical Product Support AnalystThryvMar 2023 - Jun 2024 (1 year 4 months)As a Technical Product Support Analyst at Thryv, I am the frontline troubleshooter for the Business Center CRM product, dedicated to ensuring seamless functionality and customer satisfaction. My role extends beyond ticket resolution to encompass comprehensive support across all CRM functions, collaborating closely with clients to diagnose issues and confirm fixes. Additionally, I serve as a pivotal liaison between Thryv and partner companies like Vcita and Duda, facilitating seamless integration and support processes.
Responsibilities:
● Resolved technical tickets across all functions of Thryv's Business Center CRM product using Zendesk for streamlined issue resolution.
● Engaged with clients to troubleshoot is - Product OwnerVerizonMar 2022 - Jan 2024 (1 year 11 months)I work as a product owner for the Login, manage account, and home page modules for Verizon business where I developed a major role ensuring the quality of the customer experience in the “My business” website developing strategies, roadmaps and collaborating with technical and administrative teams to increase the overall satisfaction.
Responsibilities:
● Customer Feedback analysis with the use of Medallia to identify action items
● Create and lead trouble tickets to solve defects
● Create and lead enhancement projects to improve user experience
● Create weekly performance reports for leadership
● Seek new opportunities for expansion of the website
Resume of Hansley Mojica Software Engineer < - Sales Advisor Chat/PhoneParty CityApr 2021 - Nov 2021 (8 months)I worked as a chat and phone customer service agent. I was one of the first agents for this project and I
managed to keep a record of 45+ orders made per month paired with excellent customer satisfaction. Due to my experience and high performance on sales, I developed the chat scripts used by agents at the project while I was working at the position to help the project increase the overall performance.
Responsibilities:
● Create, modify, and cancel online orders for Party City US
● Upsell Party City products for orders that have been created
● Respond to and resolve billing disputes, general complaints
● Provide general customer service
● Provide general information about Party City products and se - Sales Advisor ChatSpirit AirlinesJul 2020 - Apr 2021 (10 months)I worked as a chat sales advisor, in this position after just 3 months, I managed to place myself as one of the top sellers on the floor, achieving incredible customer satisfaction and delivering some of the highest sales numbers within the project overall (Over 25 upsells per week). In this position, I also had to respond to 5 to 8 conversations simultaneously.
Responsibilities:
● Create, modify, and cancel flight reservations for Spirit airline customers
● Upsell Spirit airlines products
● Respond to and resolve billing disputes, and general complaints
● Provide general customer service
● Provide general information about Spirit products and services - Chat Technical Support RepresentativeAltice USANov 2019 - May 2020 (7 months)Technical chat support for Optimum, part of the Altice family. In this position I managed to position myself as one of the key collaborators from my team due to my IT background, and worked as floor support, besides chat support, I also provided phone support for a month.
Responsibilities:
● Provide technical support for cable, television, and telephone services
● Set up Technicians' appointments
● Answer and resolve service invoice conflicts
● Provide general information on services and products of the Altice family - Sales Advisor (B2B)IHG Hotels ResortsApr 2018 - Oct 2019 (1 year 7 months)I worked as a Sales Advisor for business for one of the biggest hotel brands in the world (IHG), achieving impressive revenues for the company. I worked in the premium line of hotel reservations (Kimpton and Intercontinental Hotels), where I was able to close deals with business and individual customers for group and individual hotel reservations, achieving over 30,000 USD per month as revenue.
Responsibilities:
● Create, modify, and cancel hotel reservations for B2B and individual customers.
● Close deals for group reservations for B2B customers.
● Resolve billing inquiries.
● Provide general customer service.
● Upsell IHG’s affiliate programs.
Additionally, during my time as a Sales Ad
Education
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- Engineer, Software EngeneeringUniversidad APECJan 2016 - Jan 2025 (9 years 1 month)