This is my profileContact via CazVidJonathan
Customer Service & Technical Support Specialist with 5+ years experience
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Competencies
Provided technical and account support via phone and email, resolving customer issues efficiently.
Diagnosed and resolved issues related to telecommunications, networking, web pages, and device functionalities.
Led and mentored customer support agents, managed call evaluations, and fostered a positive team environment.
Provided bilingual English-Spanish interpretation, facilitating communication in support and client interactions.
Utilized Microsoft Office, hardware/software maintenance, and email protocols to support operational needs.
Languages
Summary
Experienced customer service specialist with a focus on telecommunications, troubleshooting, and team leadership, fluent in English and Spanish.
Key Achievements
- Supported customers with account issues, billing, troubleshooting, and product information across multiple telecom companies.
- Developed troubleshooting methodologies for telecommunications and networking problems, improving support efficiency.
- Coached and mentored team members, fostering a positive environment and enhancing team performance.
Experience
Teleoperator (Customer service)
Assisting customers calls to resolve account issues like reloading minutes, updating account details, sending email requests to other departments.
Teleoperator (Customer service / Sales)
Assisting customers with customer service requests, related to refunds, credits, billing explanation, basic troubleshooting for cell phones and residential internet., Convincing potential customers to purchase a product or subscription by providing excellence customer service and sales techniques.
Teleoperator (Customer service and technical support)
Supporting customers with their cellphones issues, helping understanding the functionality providing instructions over the phone and testing using lab phones., Developing different ways to troubleshoot telecommunications and networking issues., Providing basic troubleshooting for web pages, DNS,...
Various roles
Sharing knowledge using different skills with other agents by applying leadership experience., Coaching agents and managing time between tasks., Evaluating calls and creating a positive environment in the team.