Elihu - Customer Service Professional with 5+ years in Telecom and Tech

Managed customer service operations, guided agents, and maintained high satisfaction levels.

Handled device, network, and account issues, assisting customers via multiple channels.

Led and mentored teams, conducted performance reviews, and facilitated skills development.

Optimized escalation management and workflow efficiency to enhance customer experience.

Proficient in advanced computer applications supporting customer service functions.

Provided technical support and troubleshooting assistance to customers via phone and chat, ensuring a high level of satisfaction., Guided customers through device setups, network issues, and account management, contributing to customer retention., Handled order processing, customer inquiries, and issue resolution via email., Managed data entry, ensured accuracy in orders, and facilitated smooth order fulfillment., Enhanced overall customer experience by maintaining clear communication and efficient workflows.

Oversaw day-to-day operations on the customer service floor, providing real-time assistance and guidance to agents handling escalated issues., Acted as a point of contact for complex queries, ensuring resolutions were handled efficiently and according to company standards., Optimized the process of managing customer escalations, ensuring that complex issues were promptly addressed, reducing customer wait times and increasing satisfaction., Delivered constructive feedback to new specialists, ensuring a continuous improvement approach to customer service.

Led teams of up to 20 agents across multiple campaigns., Responsible for overseeing daily operations, ensuring that service level agreements (SLAs) were met., Conducted regular performance reviews and developed individual action plans for agents based on performance metrics., Generated detailed performance reports and identified areas for improvement within teams., Designed and developed sales-driven solutions to help customer service agents handle both service and sales interactions effectively., Made quick decisions in handling daily operational challenges.