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Customer Care Specialist - Sorting Agent
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Competencies
Provided customer support across disputes, inquiries, and complaints, ensuring quality service.
Managed and maintained consumer and transaction data accurately in multiple roles.
Analyzed and labeled speech data to support AI model improvements at AMAZON.
Handled inquiries and fraud cases in English and Spanish, facilitating clear, effective communication.
Trained new hires and provided advanced support to ensure team quality and customer satisfaction.
Education
Languages
Summary
Dedicated professional with over 6 years in customer care, dispute resolution, and AI data annotation. Skilled in managing complex inquiries, data accuracy, and bilingual communication, committed to delivering exceptional service.
Key Achievements
- Processed consumer dispute responses at EXPERIAN, ensuring accurate data and compliance.
- Improved AI model accuracy by analyzing and labeling audio data for Alexa at AMAZON.
- Led escalation resolution and training as Customer Advocacy Coach at SYKES, enhancing customer satisfaction.
Experience
Customer Care Specialist - Sorting Agent
Process consumer dispute responses and handle correspondence via email., Manage and update consumer files by accurately maintaining data and documentation., Provide credit-related support and assist in the investigation process for credit claims., Ensure compliance with company confidentiality...
Alexa Data Specialist
Listen to, analyze, and evaluate English and Spanish audio recordings generated by the Alexa virtual assistant., Identify errors in speech recognition and command interpretation performed by the AI system., Label, correct, and classify linguistic data to improve overall model accuracy., Collaborate...
Customer Advocacy Coach
Handle email and phone inquiries related to escalations, billing issues, general questions, and service errors within the telecommunications sector., Facilitated superior customer experience by addressing customer concerns and immediately resolving problems., Serve as a Tier 2 Agent, providing...
Fraud Support Agent
Assist customers via inbound calls in English and Spanish regarding fraudulent charges, identity theft, and general credit card inquiries., Verify suspicious transactions and provide guidance throughout the dispute process to ensure the customer's financial security., Perform detailed case...