Badges
Certifications
daphne_feresin has not earned any certificates yet.
Work Experience
Premium Services/Billing and Payments Support Lead
Wix• May 2016 - September 2019
• Communicated issues and new product ideas to the global development teams and developers. • Created presentations to Product Managers, utilizing Tableau reports and customer feedback to show customers' pain points, and suggested solutions that have been implemented and have helped improve customer experience. • Ensured that A/B tests ran smoothly, based on customer and support agent feedback. • Conducted several training and Q&As sessions for level 1 and 2 support agents onsite and abroad, helping with the growth and development of our Miami and Dublin offices, going from about 20 agents to over 200. • Provided real time assistance to over 150 agents via Slack for Wix paid services related inquiries, such as Wix Domains, G Suite mailboxes, Wix Premium Services, and Premium Apps.
Technical Support Specialist L2
Wix• February 2015 - April 2016
• Provided prompt, and effective phone support to customers and level 1 support agents, including asking and answering questions to quickly identify the issue and provide a solution, maintaining a high FCR (first call resolution) rate preventing further escalations. • Handled call and ticket escalations, performing core troubleshooting techniques and instructing workarounds to resolve issues in the Wix platform, Wix Apps, G Suite, DNS connection issues and SEO. • Escalated bugs, feature requests, and issues affecting customers and product via JIRA to level 3 support agents, and R&D teams.
Customer Support Specialist L1
Wix• September 2014 - January 2015
• Effectively provided general, technical, and billing support in Portuguese and English via phone and ticket in a high profile startup environment; • Helped Wix users build their website, manage their DNS records, and provided SEO advice; • Followed procedures and quality assurance measures to achieve customer satisfaction rating of 100% within one month of service.
Education
Ironhack
Web Development Bootcamp, Other• October 2019 - December 2019
Ironhack is an immersive bootcamp with locations all over the globe, offering 9-week courses in Full Stack Web Development and UX/UI Design. (400+ hours) - Technologies: JavaScript, React.js, Node.js, Express, MongoDB, HTML and CSS.
Foothill-De Anza Community College District
Graphic Design, AA• January 2014 - December 2017
Foothill College is a community college in Los Altos Hills, California. It is part of the Foothill–De Anza Community College District. The college offers 79 Associate degree programs, 1 Bachelor's degree program, and 107 certificate programs. -Relevant Coursework: Typography, Website Design, Digital Art and Graphics, Graphic Design Studio.
Fatec
Computer Technology for Business, B.Tech• August 2006 - July 2009
The São Paulo State Faculty of Technology or FATECs (Portuguese: Faculdades de Tecnologia do Estado de São Paulo) are public institutions of higher education belonging to CEETEPS (State Center of Technological Education), governmental maintainer. The FATECs are important Brazilian institutions of higher education, being pioneers in the graduation of technologists. -Relevant Coursework: Information Systems, Java, Business Management, Algorithms, Data Structure.