This is my profileContact via CazVidDevia
Customer Service & Support Specialist with 5+ years in Telecom & Tech
Contact
Competencies
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.
Managed client inquiries via chat and tickets, providing personalized resolutions.
Education
Languages
Summary
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.
Key Achievements
- Led team of 15-20 agents at Teleperformance, focusing on skills development and KPI achievement
- Provided technical troubleshooting for electronic security devices, ensuring detailed issue diagnosis
- Handled multi-channel customer inquiries at Teleperformance and Concentrix, enhancing client satisfaction
Experience
Partial Bilingual Customer Service Representative
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.
Bilingual Supervisor
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.
Bilingual Tech Support Agent
Advanced tech support agent specialized in troubleshooting electronic security devices, providing customer assistance by following detailed processes to diagnose and resolve technical issues.
Bilingual Support Matter Expert
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.