Marcos - Software Engineer with 5+ years of full-stack development in tech

Develops and maintains dynamic web interfaces using JavaScript.

Built reusable components and managed application state in React projects.

Developed server-side logic and RESTful APIs using Node.js.

Designed and optimized SQL and NoSQL databases for application needs.

Confirm Attendance to a real estate seminar., Monitor random calls to determine root cause of negative performance, Execute action plans to improve attendance

Handle customer needs, expectations, and concerns by using retention skills, Analyzed data from different sources to apply new retention strategies., Always remained courteous and calm, even during moments of intense customer displeasure.

Coach employees to meet clients' goals., Create and modify employee schedules with service levels in mind., Metric review and solutions given by detecting impacts, Encouraging collaboration, trust, and cooperation among the team., Performance Management directed to enhance leadership traits within the Team Managers

Assisting other representatives with questions on their calls and providing on-the-spot coaching when needed, Provided accurate and appropriate information in response to customer inquiries to other representatives, Demonstrated mastery of customer service when handling escalations from other representatives, Assisted our WFM team in overlooking our staffing lines, assuring we met clients’ expectations.

Assisting other representatives with questions on their calls and escalations, Being in charge of callbacks to avoid any repeats that impact team metric, Capable of changing customers’ minds by going the extra mile, Provide outstanding customer service and accurate resolution

Handle 20+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services, Maintained a high level of customer satisfaction through effective verbal and written communication skills