This is my profileContact via CazVid
Antonio
Customer Experience Advocate with 3+ years in Contact Center and Operations
Contact
Competencies
Delivered technical support, billing, and appointment scheduling for major satellite internet provider, handling up to 20 appointments daily.
Utilized Salesforce for case resolution, customer data management, and process documentation in various roles.
Managed international shipments and inventory workflows, leveraging SAP ERP in a shipping and warehouse environment.
Provided bilingual support in English and Spanish, facilitating effective communication across diverse teams and clients.
Education
Languages
Summary
Experienced professional with a strong background in customer support, operations management, and process improvement in multicultural environments.
Key Achievements
- Consistently exceeded performance targets, achieving a 95% CSAT score at Foundever.
- Improved QA scores from 85% to 90% through pilot testing of AI-driven agent support tools.
- Managed international shipments and optimized inventory processes using SAP ERP at GS Agencia Aduanal.
Experience
Voice Advocate – Customer Experience Improvement (CEI)
Selected to join the Customer Experience Improvement (CEI) team due to consistently exceeding performance targets, including a 95% CSAT score, 100% QA compliance, and resolving an average of 350 cases per month in Salesforce., Collaborated with the top performers team to test and evaluate pilot...
Bilingual Customer Service Agent
Provided technical support, billing assistance, soft sales, and appointment scheduling for U.S.-based satellite internet provider Viasat., Communicated fluently in English and Spanish, and efficiently handled CRM systems, specifically Salesforce., Scheduled up to 20 technical appointments daily...
Shipping & Warehouse Coordinator
Managed international shipments (USPS, UPS, FedEx, DHL)., Served as an end user of SAP ERP, leveraging the Warehouse Management (WM) module to execute goods receipt processes, optimize bin allocation, and ensure accurate inventory tracking and package handling workflows., Handled document filing on...
Operations Manager and Warehouse Assistant
Coordinated production and national shipments., Managed relationships with suppliers and clients., Supervised sales on platforms such as Shopify, Amazon, and Mercado Libre.