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Erick
Customer Success & Support Leader with 7+ years experience in automotive and telecom
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Competencies
Utilized CRM tools to manage customer interactions and improve service delivery.
Led and trained support teams, fostering teamwork and continuous improvement.
Managed high-volume calls, optimized scripts, and improved appointment setting processes.
Analyzed vehicle repair times and team performance metrics to optimize operations.
Proficient in Excel, PowerPoint, Salesforce, Zendesk, Power BI, Cold Email, Lead Generation tools.
Education
Languages
Summary
Experienced professional with a track record in automotive repair and telecom customer support, focusing on team leadership, process optimization, and customer satisfaction.
Key Achievements
- Consistently achieved over 100 daily calls and more than 25% appointment conversion rate at Caliber Collision over 7 months.
- Boosted productivity of technicians by 17% by optimizing appointment scheduling and customer interaction at Caliber Collision.
- Led a team of 15 agents at Verizon, maintaining top performance for months and training new hires effectively.
Experience
Customer Success Care Representative
Engaged potential customers to make appointments with the right and specialized centers, based on vehicle damage conditions. Creating an effective call script to achieve above the daily KPI ́s targets., Boosted the center's specialized advisors and technicians’ productivity by 17% by...
TTEC Team Leader Support Coach
Achieved 3 consecutive months of top performer position as a Customer Care Representative by having the 2 key metrics above the target, cold selling with 15%, and serving with 95% promoter rate. Promoted to TL Support Coach., Trained people from wave 21 until wave 50, leading by example and...