Isaac - Customer Support & QA Specialist with 4+ years in Telecom & Insurance

Provided bilingual customer support, managed CRM interactions, and handled billing and technical issues.

Resolved service issues, troubleshooting equipment, and supporting customer technical needs.

Designed manual test cases, performed testing, and documented defects using Jira.

Utilized Zoho CRM and Google Sheets to track leads, interactions, and improve workflows.

Maintained detailed records of agent interactions and lead status using Zoho CRM and Google Sheets, Created and updated lead tracking logs to support team decision-making and follow-up strategies, Delivered clear client debriefs and follow-ups, ensuring consistent communication and issue resolution, Collaborated remotely with team members to refine outreach workflows and improve conversion rates

Resolved internet, TV, and phone service issues with clear step-by-step support, Managed high-volume inbound/outbound calls while meeting performance goals, Logged customer interactions and tracked resolutions in CRM systems, Assisted with billing, service upgrades, and equipment troubleshooting, Upsold premium packages and add-ons to boost revenue, Met KPIs including first-call resolution and customer satisfaction scores, Provided bilingual support (English/Spanish) for diverse customers

Designed and executed manual test cases for web applications, Debugged API requests and documented defects using Jira, Performed regression and functional testing on sample applications, Collaborated in simulated Agile sprints with peers