Luis Flores

Jobs 0% verified

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Customer Support Manager

Senpolia LTD

Jan 2025 - Jan 2026 (1 year 1 month)

As a part of a new team but personally Managed 60+ daily global inquiries across technical, billing, and platform issues for a high-traffic live-streaming environment. Maintained 85%+ CSAT, escalated structured bug reports in Jira, and strengthened fraud detection and compliance control, averaging 70 tickets per day.
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Support Manager

Social Quantum

Jan 2022 - Jan 2025 (3 years 1 month)

Led QA and support operations for mobile games (50K+ DAU). Executed 300+ test cases per cycle and reduced critical production defects by 15%. Collaborated with Game Design to improve economy balancing, increasing retention by around 20%.
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Customer Success Manager

Cloudally (SaaS)

Jan 2020 - Jan 2022 (2 years 1 month)

Delivered 24/7 multilingual support with 95%+ CSAT and <2-minute response time. Reduced MTTR by 35% and repeat ticket volume by 15% through structured Root Cause Analysis initiatives.
Customer Support Manager

LATOKEN

Jan 2018 - Jan 2020 (2 years 1 month)

Maintained 95% SLA compliance supporting 500K+ users. Reduced escalation rates by 25% and processed 200+ weekly KYC cases with full AML regulatory adherence.
Technical Support Specialist & QA

Western Digital

Jan 2015 - Jan 2018 (3 years 1 month)

Delivered enterprise technical consulting and training, reducing deployment errors by 30% and improving NPS by 20%.

Education 0% verified

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