Nelson - Customer Service Agent with 5 years of experience in technical and billing support

Aguachica, Cesar Department, ColombiaRemoteen

Managed high call volumes and handled claims efficiently at Teleperformance.

Delivered customized solutions via multiple communication channels at Amazon.

Published on CazVidVideo interview availableOpen to remote

Summary

Experienced customer service agent with 5 years working across multiple industries, specializing in technical support and customer satisfaction.

Video Resume

Key Achievements

Provided technical and billing support while maintaining a 95% customer satisfaction rating.

Skills

Customer CommunicationAvanzado

Effectively communicated with customers through various channels to resolve issues and provide solutions.

Conflict ResolutionIntermedio

Addressed escalations and provided actionable feedback in coaching sessions to improve team performance.

Technical SupportIntermedio

Resolved technical and billing issues, providing accurate information and support.

Team CoachingIntermedio

Conducted onboarding and coaching sessions, increasing team performance scores.

Data Entry & CRM Systems

Experience

Call Center Representative

Teleperformance

Dec 2020 - Mar 2023

Processed high call volumes of inbound calls, handling claims and escalating complex cases., Consistently exceeded or met KPI performance measures like average handling time and first-call resolution.

Customer Service Agent

Amazon

Dec 2020 - Mar 2023

Delivered customized solutions and recommendations through various modes of communication (email, SMS, app).

Third Party Verification Agent

Bold Business

Apr 2023 - Aug 2023

Confirmed terms and conditions, which were legal and quality compliant., Managed concurrent tasks with proper documentation maintained.

Technical &amp; Billing Support / Training Coach

Teleperformance

Aug 2023 - Oct 2023

Provide accurate information on sign-ups, billing, and technical issues via phone and chat., Resolve escalations proactively, maintaining a customer satisfaction rating of 95 %., Conduct onboarding and coaching sessions for new agents, increasing performance scores by 25 % within the first 10...