William Ernesto Mejia Escalante
Customer Support & Operations Specialist with 5 years of service experience
- Progressed from customer support roles to team leadership and operations management.
- Handled multi-channel customer interactions including calls, chats, and emails, gaining diverse communication skills.
- Supported multiple departments such as billing, technical troubleshooting, and order support, demonstrating role flexibility.
Customer Support
Avanzado
Provided Tier 1 technical and billing support via calls, chat, and email for telecommunications and services.
Team Leadership & Supervision
Intermedio
Led workload assignment, monitored team performance, and supported operations as a team lead in a BPO environment.
Technical Troubleshooting
Intermedio
Assisted customers with internet issues and created support tickets for escalation when necessary.
Administrative & Reporting
Intermedio
Generated performance reports, managed documentation, and supported special projects for operations and finance teams.
Software Skills
Avanzado
Proficient in Excel, Word, Publisher, and PowerPoint for report creation and documentation.
Languages
Spanish
Read and Write
English
Read and Write
05/12/2020 - 11/15/2022
FINANCE TEAM LEAD
PRONTO BPO - TASKEASY
Assign the workload to agents., Run a performance report per agent., Assist the operations whenever it is needed., Start the claim process whenever notified of a property damage report., Assist Hikki (TE Finance Manager) on special projects or requests., Ensure that all reports managed by the team...
02/11/2019 - 5/11/2020
AGENT
PRONTO BPO - TASKEASY
Assist the recruited contractor to complete the verification process in order for them to start getting work assigned.
ALAMANCE COMMUNITY COLLEGE – NORTH CAROLINA, USA
GED
CORPOSOL – SANTA ELENA
HABILIDADES DE SUPERVISION (SUPERVISOR ABILITIES AND MANAGEMENT SKILLS)
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