This is my profileContact via CazVidJosé
Customer Service & Account Management Specialist at Intouch CX
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Competencies
Expertise in managing client interactions, resolving issues efficiently, and maintaining high satisfaction levels.
Proficient in tracking, escalating, and resolving client cases across multiple platforms and industries.
Fluent in English and Spanish, facilitating effective communication in multicultural environments.
Skilled in supervising teams, coaching agents, and ensuring adherence to quality standards.
Experience in providing technical assistance through chat and phone, troubleshooting effectively.
Education
Languages
Summary
Dedicated customer service professional with extensive experience in case management, technical support, and team supervision. Skilled in bilingual communication and process optimization within the tourism, property, and tech sectors.
Key Achievements
- Managed escalated cases related to tourism and properties, ensuring timely resolution and client satisfaction.
- Supervised customer service teams, optimizing case handling processes and improving service quality.
- Provided bilingual technical support, enhancing client experience and operational efficiency.
- Coordinated communication between international managers and staff, ensuring compliance with USPH standards.
Experience
CSR2/Account manager
Customer service supervisor specializing in agent support and case management related to tourism and properties (Booking.com), Control and follow-up of cases escalated by properties and clients, Supervisor call-taking and control, Knowledge of quality standards and good call handling, Assistance with development plans to improve processes with customer service representatives, Customer service centricity and high-quality resolution of complex cases for properties and clients, Email communications with clients and properties in a professional language, always giving clear and concise information on each personalized case, prioritizing client satisfaction.
Customer Service Representative
Bilingual customer service and technical support via chat for a technology services company, Control, management, and follow-up of cases and clients.
Commis chef
Cooking for more than 1000 people, Communicating in English with managers and chefs, Cleaning with USPH standards, Providing different types of service, including fine dining, buffet, and cooking for the staff.