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Customer Support Specialist with 3+ years in telecom and hospitality
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Competencies
Applied technical troubleshooting skills in satellite TV and internet services to resolve issues efficiently.
Handled customer inquiries, complaints, and reservations, maintaining professionalism and adherence to protocols.
Managed high-volume calls and utilized CRM tools to document interactions and resolve customer issues effectively.
Demonstrated active listening and empathy to de-escalate situations and ensure customer satisfaction.
Supported sales initiatives by upselling services and enhancing client experience during service interactions.
Education
Languages
Summary
Experienced in handling technical support, customer service, reservation management, and complaint resolution across telecom and hospitality sectors. Skilled in technical troubleshooting, CRM tools, and developing effective communication skills to ensure customer satisfaction and operational...
Key Achievements
- Provided technical support for AT&T's satellite TV, internet, and phone services, ensuring accurate incident documentation and adherence to protocols.
- Resolved guest complaints and managed reservations for Choice Hotels and Hilton, improving customer satisfaction through effective communication.
- Developed competencies in customer service, complaint handling, reservation management, and sales support across multiple service accounts.
Experience
Technical Support Representative
Worked on the AT&T Ubiz account for business clients, providing technical support for satellite TV, residential internet, and phone services., Required correct application of technical processes, adherence to service protocols, accurate incident documentation, and handling high call volumes.
Customer Service Representative
Worked on the Vacasa account, focusing on complaint resolution, reservation issues, and inquiries regarding products and services., Strengthened effective communication skills, decision-making, process adherence, and professional handling of complex situations.
Customer Service Representative
Part of the Choice Hotels and Hilton accounts, performing duties in customer service, reservation management, complaint resolution, and sales support., Developed competencies in performance analysis, protocol compliance, quality metrics management, and consistency in customer experience.