Joseph Arturo Palacios

MetaMask (Crypto Wallet)

Dedicated and detail-oriented Customer Support Representative with 2 years of experience assisting users of the MetaMask crypto wallet. Adept at guiding users step-by-step through troubleshooting processes, addressing inquiries, and ensuring smooth user experiences. Skilled in using Intercom software for live chat support, ticket resolution, and proactive customer engagement.
Recently transitioned into a Security Agent role, specializing in handling sensitive security-related user issues. Responsible for investigating compromised accounts, identifying potential fraud or phishing attempts, and delivering timely, accurate resolutions to ensure user safety and platform integrity.

• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
• Collaborated with other departments, such as Technical Support, to ensure seamless customer service experiences.

BestBuy (Retail Company, USA) | 2022 – 2023

Transitioned into the care department to provide post-purchase support, focusing on order tracking, issue resolution, and customer satisfaction. Acted as the primary point of contact for customers needing assistance after completing a transaction. Handled complaints, returns, and service inquiries with professionalism, empathy, and a solution-oriented mindset.

• Resolved customer issues related to deliveries, billing, and returns.
• Provided timely and clear communication to manage customer expectations.
• Fostered customer loyalty by delivering patient and empathetic support.

BestBuy (Retail Company, USA) | 2021 – 2022

Served as a frontline representative in the sales department, ensuring customers had a positive and informed buying experience. Provided guidance on products, services, and promotions to help customers make confident purchasing decisions. Developed a deep understanding of the product catalog and effectively communicated key features and benefits. Demonstrated strong interpersonal skills and multitasking abilities in a fast-paced, customer-facing environment.

• Advised customers on a wide range of tech products and services.
• Maintained a high level of product knowledge to provide accurate information.
• Supported sales goals by promoting add-ons and value-added services.