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Adrian
Customer Service Lead
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Competencies
Experiencia demostrada en Leadership & Team Management.
Experiencia demostrada en Process Optimization (Kaizen, Continuous Improvement).
Experiencia demostrada en Customer Service & Client Relations.
Experiencia demostrada en Technical Support (Cloud, IT, Networking).
Experiencia demostrada en Microsoft Azure & Microsoft 365 Support.
Education
Languages
Summary
Perfil profesional
Experience
Customer Service Lead
Supervised customer service operations ensuring compliance with company quality standards.. Led and coached a team to improve customer experience and meet KPIs.. Implemented efficiency strategies that reduced response times and increased customer satisfaction.
Technical Lead
Provided technical support for Microsoft cloud products and services, including Azure and Microsoft Intune.. Supervised and mentored a team of support engineers, improving resolution times and knowledge sharing.. Drove Kaizen process improvement initiatives that optimized workflows and enhanced productivity.. Collaborated with cross-functional teams to resolve complex escalations and improve service delivery.
Technical Support Agent
Delivered Tier 1 technical support for Dell products, troubleshooting hardware and software issues on Alienware computers.. Ensured customer satisfaction by providing clear, efficient, and empathetic resolutions.
Travel Agent
Managed travel bookings, ticketing, and itinerary planning for corporate clients.. Provided tailored customer service ensuring compliance with travel policies.
Customer Service Representative
Supported clients with account management, billing, and product information requests.. Improved first-call resolution rates by developing product knowledge resources.
Audible Tech Lead / Customer Service Supervisor
Supervised customer service teams supporting Amazon Audible clients.. Trained and mentored agents, boosting team knowledge and performance metrics.. Coordinated with global teams to resolve escalations and implement operational improvements.
Floor Supervisor
Oversaw daily store operations and supervised staff.. Improved sales strategies and enhanced customer experience on the sales floor.