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Luis
Customer Support & Team Leadership with 5+ years in BPO industry
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Competencies
Provided bilingual support via chat, email, and phone, resolving app issues, disputes, and escalations.
Supervised and mentored support agents, conducted coaching, and supported training initiatives.
Developed operational and performance reports to evaluate team productivity and identify improvement areas.
Handled transaction disputes and escalated issues, ensuring timely resolution and customer satisfaction.
Assisted with appointment scheduling, reports, payroll, and documentation, streamlining operations.
Education
Languages
Summary
Experienced Customer Service professional with over 5 years in BPO settings, proficient in team supervision, conflict resolution, and operational reporting. Skilled in managing escalations, training, and delivering bilingual support via multiple channels.
Key Achievements
- Supervised and coached two teams totaling 17 agents, enhancing team performance through weekly coaching sessions and action plans.
- Handled escalated customer issues at multiple support levels, maintaining high customer satisfaction.
- Created operational and performance reports to inform management decisions and optimize team workflows.
Experience
Customer Service Agent
Provided bilingual support via chat, email, and phone., Resolved app issues, transaction disputes, and handled escalations., Delivered follow-ups via email.
Coach / Supervisor
Supervised and coached 2 teams (17 agents total)., Conducted weekly coaching sessions and developed action plans., Monitored real-time queues and supported during peak hours., Managed payroll and absences using Kronos., Created and shared operational and performance reports.
Level 2 Customer Support Agent
Handled supervisor calls and escalations., Supported new agents during training (floor support)., Completed unauthorized transaction dispute forms.
Level 1 Customer Support Agent
Provided customer support via phone.
Customer Service Assistant
Managed calls, appointment scheduling, and student inquiries., Assisted in enrollment processes and documentation., Provided tutoring in English classes., Supported administrative tasks.