Experienced bilingual customer service and technical support representative with a strong background in team management, troubleshooting, and client relationship management, dedicated to delivering effective solutions and enhancing team performance.
Resolved customer concerns and upsold services effectively across US markets.
Directed a team of 15-20 agents, promoting skills development and efficiency.
Troubleshot and resolved electronic security device issues following standard protocols.
Analyzed performance metrics to improve team efficiency and target achievement.
Concentrix
Customer service and billing expert agent, focused in upsales for US clients, helping customers solve concerns about fees and service prices, trying at the same time to sell them additional services.
Teleperformance
Leadership and team development, with over 3 years of experience, leading a 15/20 agents team., Specialized in skills development, team management, and data analysis based on performance objectives (KPIs)., Focused on improving team efficiency and achieving set targets.
Teleperformance
Advanced tech support agent specialized in troubleshooting electronic security devices, providing customer assistance by following detailed processes to diagnose and resolve technical issues.
Teleperformance
Support matter specialized in support a social media platform., Expertise in managing clients inquiries via chat and ticket solving, offering personalized solutions, paying close attention to detail to ensure accurate and effective problem resolution.
Certified associate in Sports Management
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Managed client inquiries via chat and tickets, providing personalized resolutions.
