Dedicated customer service specialist with leadership experience, skilled in team supervision, process analysis, and technical troubleshooting within telecommunications and support sectors.
Provided account information and issue resolution to customers across multiple roles.
Supervised and coordinated customer service teams, coaching staff and managing escalations.
Guided customers through troubleshooting steps to resolve technical issues.
Analyzed reports and metrics to identify areas for operational improvement.
NSO
Monitor advocates to make sure they are following all process correctly., Supervise and coordinate the team., Give coaching and training about new procedures., Intervene on escalated calls when the agent cannot resolve a situation or when the customer requests it., Analysis of reports and metrics to identify areas of opportunity., Provide the customer with the information required from the account., Help the customer to identify any fraudulent activity in the account.
OPITEL
Provide the customer with the information required from the account., Resolve any issues with the customer’s account.
ERC
Provide the customer with the information required from the account., Guide the customer to troubleshoot.
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