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Ricardo
Customer Service & Team Management with 5+ years of experience in Tech Support
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Competencies
Led teams and supported agent development to ensure adherence to processes and continuous improvement.
Provided troubleshooting and resolving device activation issues, and explained technical concepts to users.
Handled escalated service tickets and supported technical problem resolution for customers.
Reviewed work schedules and monitored agent progress to enhance team efficacy.
Trained new team members on device activation and customer service protocols.
Education
Summary
Experienced in managing customer support teams, troubleshooting technical issues, and delivering excellent service delivery, with a focus on process adherence and team development.
Key Achievements
- Supported agent skill development and monitored team adherence to processes at Alorica.
- Managed scheduling and performance reports to optimize team productivity.
- Resolved technical issues for customers with mobile and broadband services, supporting troubleshooting and customer training.
Experience
Team Manager
Supported agents in developing essential skills to ensure adherence to correct processes and procedures., Monitored and followed up with agents to promote continuous positive development., Reviewed agents’ working hours and schedules to optimize team performance., Responded promptly to emails and...
Customer Service Agent
Supported customers with troubleshooting and resolving device activation problems for mobile and broadband services., Explained technical concepts in easy-to-understand language, empowering users to manage devices independently., Handled escalated service tickets, coordinated with engineering...