This is my profileContact via CazVidJose
Customer Service & Team Leadership with 5+ years of experience in telecom and retail
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Competencies
Provided inbound customer service, handled basic inquiries, and retained clients across multiple roles.
Led a team of 12-15 agents, conducted coaching sessions, and developed performance improvement strategies.
Evaluated calls, chats, and emails, created QA guidelines, and reported on performance metrics.
Managed technician dispatch, scheduling, and report generation for service operations.
Proficient in Microsoft Office Suite, Excel, PowerPoint, Oracle, Vici Dial, and Limelight, applied in various roles for reporting and documentation.
Education
Languages
Summary
Dedicated professional with extensive experience in customer service, team management, and quality assurance across telecom, retail, and service industries.
Key Achievements
- Managed and coached a team of 12-15 agents, improving customer service quality and performance metrics.
- Created and implemented Quality Assurance guidelines and developed agent performance metrics.
- Handled a diverse range of roles from customer service to dispatching, demonstrating adaptability and skill diversity.
Experience
Dispatcher-Phone representative
Dispatch technicians to job locations and managing their times logged in, Booking appointments, Running reports on past jobs
Phone representative
Helping customer with their policy, Setting up on autopayments, Inbound customer service calls, Help customer with basic questions, Retain customers to keep service
Uber driver
Phone representative
Signing up people to Emergency alerts, Setting up Covid Vaccine applications, Reaching out to communities to find needs
Customer service rep
Inbound customer service calls, Help customer with basic questions, Retain customers to keep service
Team Leader
Manage team of 12-15 agents, Provided coaching sessions, Help develop agents performance to provide great customer, Created Quality Assurance guidelines and development, Reporting stats of agents performance (AHT, ADHERENCE,QUALITY SCORES)
Quality Assurance agent
Evaluated calls, chats and Emails, Provided coaching session, Reporting stats of agents performance
Retentions specialist
Saving customer from canceling memberships