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Customer Service Specialist with 7+ years in Customer Support and Team Leadership
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Competencies
Exceptional ability to address customer needs, ensuring satisfaction and loyalty through effective communication.
Experienced in monitoring KPIs, providing feedback, and motivating teams to achieve operational goals.
Skilled in identifying issues swiftly and delivering creative, effective solutions to enhance customer experience.
Strong verbal and written skills, facilitating clear dialogue with clients and team members.
Proficient in troubleshooting app and web issues, guiding users to optimal solutions.
Education
Languages
Summary
Dedicated customer service professional with over 7 years of experience across e-commerce, logistics, and technology sectors. Skilled in team leadership, problem resolution, and technical support, committed to delivering exceptional client experiences.
Key Achievements
- Consistently maintained high customer satisfaction levels through proactive issue resolution.
- Led team performance monitoring, enhancing KPIs such as resolution time and customer satisfaction.
- Advised eBay sellers to optimize sales and troubleshoot technical issues, improving seller performance.
- Achieved top compliance metrics at FedEx, facilitating seamless appointment scheduling and order processing.
Experience
Customer Service Representative
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.. Answered constant flow of customer calls with minimal wait times.. Offered advice and assistance to customers, paying attention to special needs or wants.. Provided primary customer support to internal and external customers.. Collected customer feedback and made process changes to exceed customer satisfaction goals.. Provided information regarding charge accounts and loyalty programs.. Understand and manage to solve any inconvenience during the use of the service by the customer.
Team Leader
Monitoring and Evaluating: Track the key performance indicators (KPIs) like call volume, resolution time, customer satisfaction, and adherence to schedules.. Providing Feedback: Offer regular feedback, both positive and constructive, to help team members improve their performance.. Coaching and Mentoring: Provide coaching and guidance to team members, helping them develop their skills and knowledge. This was also provided to management during presentation and reports according to the timestamps weekly, biweekly or monthly.. Identifying Areas for Improvement: Analyze performance data to pinpoint areas where the team or individual agents can improve.. Implementing Improvement Plans: Develop and implement strategies to address performance issues and drive continuous improvement.. Ensuring Compliance: Ensure the teammates compliance adhere to company policies and procedures.
Customer Specialist Support
Proceed to advise eBay sellers guidance about how to take care of their selling performance, how can they sell more on eBay and also provide solutions regarding tech issues coming from the app or website.
Customer Service Representative
Maintained accurate and current customer account data with manual forms processing and digital information updates. Protect banking and sensitive information from fraud that could occur during the verification process. Comply with the rules established by staff who focused on not using paper, cell phones or electronic devices during working hours, assist the customer effectively and empathetically when trying to solve their problems regarding company/bank payments.
Customer Service Representative
Achieve the highest compliance with the metrics established by the company, Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up. Create cases effectively to solve problems of lost implements, products and boxes in the middle of the delivery process. Provide all possible options to the customer for the delivery process in which it gives priority that the product is delivered satisfactorily.