Julio César Sosa Iácona

Julio César Sosa Iácona

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Bilingual Customer Support Specialist
Buenos Aires, Argentina
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Résumé

Jobs verified_user 25% verified
  • C
    Customer Support & Operations Lead (Event Specialist) verified_user Verified experience
    Apr 2012 - Current (14 years 7 months)
    Directed customer support and operations for global live events — MagicCon, Gen Con, PAX, Magic: The Gathering's World Championship and Pro Tour — managing teams of up to 20 agents and supporting 1,000+ concurrent users per event.
    Achieved 100% on-time delivery across 12+ large-scale deployments with zero SLA breaches and zero participant-impacting cancellations, through proactive queue monitoring and real-time resource reallocation.
    Sustained sub-60-second average response times at peak load by identifying low-coverage zones and redistributing support staff dynamically across all user-facing touchpoints.
    Served as primary escalation point for complex, high-stakes customer disputes — applying structured conflict de-escalation
  • Dirección General de Cultura y Educación de la Provincia de Buenos Aires
    ESL Teacher
    Dirección General de Cultura y Educación de la Provincia de Buenos Aires
    May 2007 - Current (19 years 6 months)
    Bilingual English educator with nearly 20 years of experience facilitating advanced ESL instruction for diverse groups of 30+ individuals across all age groups and proficiency levels.
    Managed group performance tracking, milestone reporting, and stakeholder communication with senior institutional teams — directly mirroring the cadence of a customer support team lead managing agent KPIs and operational reporting.
    Acted as primary mediator for interpersonal conflicts within groups, applying structured de-escalation techniques to maintain productive, professional environments — a core competency applied daily in customer-facing support roles.
    Designed and delivered structured learning programmes with measurable outcomes, developi
  • E
    Live Chat Moderator & Player Support (Admin) public Remote experience
    EsportsAdmin
    May 2026 - Sep 2026 (5 months)
    Independent contractor providing live chat moderation and player support for large-scale gaming and esports events, engaged on an event-by-event basis.

    Moderated live chat and provided player support for Marvel Super Heroes Early Access (May 2026) — handling matchmaking assistance, player dispute mediation, and bug triage.

    Served as part of a 15–20 person live moderation team for BlizzCon (September 2026), covering multiple simultaneous Twitch/YouTube channels plus the main stage feed. Configured and monitored AutoMod filters, issued timeouts and bans, and resolved unban requests in real time. Coordinated with the moderation team via synchronous Discord voice/text for cross-checking calls and live action logging. Audi
  • Wizards of the Coast
    Admin — Esports Event Operations public Remote experience
    Wizards of the Coast
    May 2020 - Sep 2021 (1 year 5 months)
    Independent contractor, contracted by Wizards of the Coast as event staff (Admin) for official Magic: The Gathering Arena digital esports programming, including Strixhaven Early Access, the Zendikar Rising Arena Championship, and the Kaldheim Rivals League.

    Moderated live chat, assisted with matchmaking, mediated player disputes, and managed support tickets via melee.gg. Conducted bug triage during live competitive play, tracking and reporting issues to minimize disruption to matches and event schedules.
Education verified_user 0% verified
  • T
    Typing certification public Remote experience
    Touch Typing Online
    Sep 2026 - Current (2 months)
  • Argentina Programa
    Python Programming - Introductory Course
    Argentina Programa
    Mar 2023 - Dec 2023 (10 months)
    Introductory Python programming course completed remotely via a combination of synchronous and asynchronous learning. Covered core programming concepts, scripting basics, and applied problem-solving. Delivered entirely in a digital-first format across distributed sessions.
  • Instituto Superior Cultural Británico
    Bachelor of Education - BEd, Teaching English as a Second or Foreign Language/ESL Language Instructor
    Instituto Superior Cultural Británico
    Apr 2005 - Dec 2008 (3 years 9 months)
  • I
    High School Diploma, SOCIAL SCIENCES
    Instituto Evangélico de Educación Superior
    Mar 2002 - Dec 2004 (2 years 10 months)
Projects (professional or personal) verified_user 0% verified