Erroll - Customer Support Specialist with 3+ years of client service and team management

Managua, Managua Department, Nicaraguaen

Managed and supported a group of 20 to 24 agents in customer service campaigns at SITEL Nicaragua.

Developed and implemented action plans to improve bottom performance of team members at INSPIRO.

Published on CazVid

Summary

Experienced in client support, team supervision, and process improvements with a focus on customer satisfaction and performance metrics.

Key Achievements

Gained expertise in critical thinking, problem solving, and creating smart strategies for performance enhancement.

Skills

Customer SupportAvanzado

Provided customer service and support across multiple campaigns, ensuring client satisfaction.

Team ManagementIntermedio

Monitored and supported teams of up to 24 agents, focusing on performance and quality improvement.

Action Plan DevelopmentIntermedio

Created strategic plans to address performance issues and enhance team metrics.

Microsoft OfficeAvanzado

Utilized MS Office tools for reporting, documentation, and planning tasks.

Languages

Spanish(Advanced)

Experience

Learning Specialist

INSPIRO

July 2018 - September 2023

Development for New Hired Classes., As SME, when taking care of teams, I learned how to manage bottom performance agents and create smart action plans to improve their metrics., Learned critical thinking directed at problem solving for the customers and during phone time on the Sup line.

Customer Service

Onelink Nicaragua

November 2015 - November 2016

Provide customer service and support agents on all tasks and procedures for an electric provider company in Texas.

Customer Service Executive

SITEL Nicaragua

November 2009 - November 2015

Bilingual Agent in customer support for several campaigns SITEL, such as Cricket, Capital One and Moneygram., Monitor and support a group of 20 to 24 agents.