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Customer Service and Technical Support Specialist with 8+ years of experience
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Competencies
Applied problem-solving, communication, and organizational skills to deliver high-quality customer support and coaching.
Resolved technical issues related to mobile devices and systems, guiding customers towards self-resolution.
Engaged in sales and negotiation activities, including outbound/inbound calls and appointment setting.
Designed and led training sessions for new agents and coaching for existing staff to improve performance.
Supervised schedules, performance metrics, bonuses, and commissions, and guided coaching teams.
Education
Languages
Summary
Experienced in delivering exceptional customer service, technical support, and team coaching across telecommunications and technical environments.
Key Achievements
- Led coaching initiatives to improve agent performance and customer interactions across multiple roles.
- Mentored new agents, improving their onboarding and interaction quality in various customer service environments.
- Directed technical support for iOS and IT systems, resolving complex issues and enhancing customer experience.
Experience
CUSTOMER SERVICE AGENT
Offered and helped Customers with their mobile plans., Resolved billing issues., Offered better mobile plans., Teach new agents how to empathize and have an excellent comprehension with all different type of Customers., Guide agents to develop their skills to get their best performance., Schedule weekly random coaching sessions to provide feedback., Lead coaches and teach them how to do coaching sessions, Guide coaches to help their agents to improve in every interaction with all Customers, Work in agents schedules, performance, bonuses, and commissions.
TECHNICAL SUPPORT AND CUSTOMER SERVICE AGENT
Directed Customers on how to resolve technical issues by themselves for a better experience., Resolved technical issues for iOS and iTS system., Helped Customers with billing issues., Provided the best experience of Customer Service for new Customers.
CUSTOMER SERVICE AGENT
Guided Customers with placing orders procedure., Provided information about the delivery process., Support new agents., Shared personal experiences and solutions to the new agents., Provided feedback., Provided side by side coaching.
APPOINTMENT SETTER/SALES
Customer Service Rep, Sales, Negotiation, Analytical capacity, Training Management, Applicant tracking systems, Email/BackOffice Professional Experience, Chat Professional Experience, Outbound/Inbound Calls, Junior Coach