This is my profileContact via CazVidJerwid
Customer Service Team Manager with 5+ years in airline and telecom sectors
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Competencies
Led customer service teams, monitored KPIs, and implemented performance improvements.
Provided bilingual assistance for telecom services, troubleshooting hardware and software issues.
Conducted training, coaching, and coordinated team efforts to meet operational goals.
Proficient in Microsoft Office, Windows troubleshooting, network connectivity, and ticketing platforms.
Fluent in English, Spanish, and Portuguese, facilitating effective bilingual customer support.
Education
Languages
Summary
Experienced team manager and technical specialist with a strong focus on bilingual support and operational efficiency.
Key Achievements
- Led a multilingual customer service team at American Airlines, improving CSAT scores by 15%
- Coordinated cross-team efforts to ensure operational efficiency and service consistency
- Provided bilingual technical support for AT&T, handling hardware/software troubleshooting and managing technician dispatch
Experience
Team Manager
Lead a trilingual customer service team (English, Spanish, Portuguese) handling flight operations and passenger support., Monitor KPIs and implement performance improvement strategies, achieving a +15% boost in CSAT scores., Coordinate between teams and management to ensure service consistency and...
Technical Support Specialist
Provided bilingual technical assistance for TV, Internet, and phone services., Guided customers through troubleshooting steps for hardware and software issues., Managed technician dispatch schedules and ensured timely issue resolution., Maintained detailed records of customer interactions and...