This is my profileContact via CazVidDaniela
Process Specialist at Prodapt with over 5 years in Telecom Support
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Competencies
Expert in troubleshooting, issue resolution, and process improvements for telecom and IT services.
Skilled in delivering high-quality customer interactions across multiple channels, maintaining high satisfaction.
Proficient in streamlining workflows to improve efficiency and service quality in support environments.
Effective communicator with experience in public speaking and client engagement.
Education
Languages
Summary
Dedicated support specialist with over 5 years in telecom and IT services, skilled in troubleshooting, process optimization, and customer satisfaction. Proven mentor and team player.
Key Achievements
- Optimized technical support processes, reducing resolution time by 20%.
- Mentored new agents, improving team performance and customer satisfaction scores.
- Led continuous improvement initiatives resulting in enhanced service delivery.
- Provided expert troubleshooting for telecom clients, ensuring high client retention.
Experience
Technical Support / Process Specialist
Provide advanced technical support and process optimization for telecom clients.. Responsible for troubleshooting, documentation, and continuous improvement initiatives.
Inbound Agent / Collections Mentor
Delivered exceptional customer service through inbound calls, efficiently resolving inquiries and maintaining high satisfaction scores in the Retention and Collections queue.. As a Mentor within the Collections team, I continued managing collection responsibilities while providing guidance to fellow agents.. In this dual role, I supported team development, encouraged best practices during customer interactions, and contributed to a positive and high-performing work environment.
Helpdesk Senior Associate
Provided IT support for internal and external users, including software troubleshooting, ticket management, and escalation handling.
Back-office Agent/ Inbound Agent/ Chat Agent
Managed customer interactions via chat and phone, processed backend operations, and supported service delivery across multiple channels.