This is my profileContact via CazVidSantiago
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Competencies
Demonstrated experience with Office automation.
Demonstrated experience with Microsoft Office Suite.
Education
Languages
Experience
Senior Agent
Followed a career path in a fast pace to become a quality assurance agent, constantly giving feedback to the agents in the company, helping the team to develop strategies to provide fast and quality resolutions to our customers, while maintaining a top-level quality based on the internal standards, and by following the GDPR laws and procedures to keep data safe., Developed a system, based on quality and process adherence to mitigate the use of unnecessary extra interactions with the customer, increasing the efficiency of the effort used by both the agents and the customers when reaching out to the Support Team., Helped to develop a new KPI, presenting the information directly to the Client, with constant feedback, which resulted in the fast improvement for most of the processes used by the Support Team.
Temporary Team Lead
Took care and oversaw my Team performance for a month, ensuring that, not only the members of my team maintained their performance, but also that they improve it, while sharing spaces such as 1on1s and Quality Coaching sessions to share with them strategies that will help them to tackle difficulties they may face daily, constantly developing forward thinking, ensuring that they understand that if something works, it does not necessarily mean that it could not be better., Presented and explained the team stats to the Client, always one step ahead when it came to difficulties that individual agents were facing, by also sharing details of the strategies and actions that were taken to mitigate said difficulties and keep improving as a Team.
Gaming Support Agent
Started as gaming and customer service support agent for one of the biggest videogame companies in the market., Grew up within the position fast to easily become one of the few companies’ top performers in the area., Achieved excellent quality scores in the cases I handled for several months in a row., Became a mentor, in the same position, for my peers, encouraging them to maintain their quality standards, based on the guidelines given by the Quality Team, while also ensuring a top-level process adherence in their cases handling.
Community Education and 1099 Agent
Started as a Community Education agent, the frontline of the customer support team for one of the biggest travel and hotel companies in the world., Demonstrated a high level of quality, fast and focused resolution for customer’s queries and requests when it came to their travel reservation, and places they offered to host guests., Promoted to 1099 advisor agent, ensuring that all the hosts in the company were compliant with the local laws to allow them to continue hosting.