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Customer Service & Dispatch with 5+ years in Telecom and Support
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Competencies
Provided real-time support, managed post-service verification calls, and handled escalated issues.
Monitored technician routes, coordinated ETA updates, and rescheduled appointments based on multiple factors.
Led a team of technicians and agents, supported onboarding, and delivered ongoing coaching.
Collaborated across teams to troubleshoot and resolve technical issues affecting service delivery.
Fluent in English and Spanish, facilitating bilingual customer interactions.
Education
Languages
Summary
Experienced dispatcher and customer support agent specializing in telecom and technical services with a focus on efficiency and team supervision.
Key Achievements
- Monitored technician routes in real time, ensuring timely service delivery and reducing delays by 10-20 minutes per appointment.
- Coordinated ETA updates and managed appointment scheduling, improving resource allocation efficiency.
- Supervised a team of 10-15 agents, supporting quality assurance, onboarding, and ongoing training.
Experience
Bilingual Dispatcher / Customer Support Agent
Monitored technician routes in real time to ensure timely service delivery., Coordinated ETA updates between customers and field technicians., Scheduled and reassigned appointments based on weather, skills, and efficiency., Managed post-service verification calls and appointment tracking., Reduced service delays by reallocating resources efficiently, saving 10-20 minutes per appointment., Collaborated with cross-functional teams to resolve technical issues.
Supervisor / Team lead
Oversaw a team of 10–15 agents, ensuring quality standards., Provided live support and coaching during escalated customer or technical issues., Supported new hire onboarding and continuous training processes.