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Luis
Customer Service Specialist con 5+ años en atención al cliente y supervisión
Video resume
Contacto
Competencias
Aplicó habilidades en manejo de llamadas, resolución de problemas y empatía en atención a clientes en diferentes industrias.
Dirigió un equipo de más de 15 agentes, realizando evaluaciones de desempeño y fomentando la mejora continua.
Analizó datos de rendimiento para identificar áreas de mejora y aplicar acciones correctivas.
Maneja herramientas como Microsoft Office, sistemas operativos Windows y Linux, y soporte técnico básico.
Estableció relaciones efectivas con clientes y colegas, demostrando paciencia, proactividad y feedback constructivo.
Educacion
Idiomas
Resumen
Profesional con más de 5 años de experiencia en atención y soporte al cliente en EE. UU. y El Salvador, con habilidades en liderazgo, análisis de métricas y comunicación efectiva.
Logros Clave
- Supervisó un equipo de más de 15 agentes de servicio al cliente, asegurando el cumplimiento de estándares y rendimiento.
- Lideró la coordinación y comunicación con socios en EE. UU. para alinear estrategias de servicio y expectativas.
- Desarrolló informes de desempeño semanal, mensual y trimestral para la alta dirección, documentando métricas clave y progresión de roles.
Experiencia
Customer Service Agent and Supervisor
Supervised a team of 15+ customer service agents, ensuring high performance and adherence to company standards., Conducted regular performance reviews and provided feedback to improve agent skills and customer interactions., Analyzed team performance metrics and KPIs, identifying areas for improvement and implementing corrective actions., Generated and presented weekly, monthly, and quarterly performance reports to senior management., Maintained direct communication with US partners to align customer service strategies and expectations.
Customer Service Representative
Addressed customer inquiries about solar systems, billing, and contract education., Managed calls with dealers, lawyers, and escrow officers., Lead generation and contract validation.
Customer Service Agent
Assisted customers with inquiries regarding auto and home insurance policies, including policy details, coverage options, and renewal processes., Processed policy changes, such as updating information on insured items, adding new drivers, or modifying coverage levels., Guided customers through the claims process, from initial filing to resolution, ensuring all necessary documentation was collected and submitted., Coordinated with claims adjusters and underwriters to expedite claim approvals and payouts., Explained billing statements and payment options to customers, helping them understand their premiums and due dates., Educated customers on how different factors (e.g., claims history, changes in coverage) could impact their premiums., Provided information on state-specific insurance requirements and how they affect coverage., Handled high-volume inbound calls from customers, addressing a wide range of issues, including policy inquiries, claims, and billing questions.
Customer Service Agent
Provided customer service across various LOBs: Sales, Retentions, Cancellations, and Collections., Sold mobile packages, cellphones, and TV packages., Excelled in retentions, cancellations, and collections.
Hardware and Software Technician
Supported customers with computer accessories and software inquiries., Created reports on customer issues and provided desk support., Maintained hardware and software.