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Carlos
Customer Service Specialist with 3+ years in client relations and escalation management
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Competencies
Provided high-quality customer support, handled escalations, and maintained satisfaction.
Managed complex incidents and escalated cases, coordinating with internal teams for resolution.
Led and coached team members, conducted audits, and facilitated training sessions.
Devised strategies for de-escalating client issues and resolving complaints professionally.
Created projects and formats to streamline team workflows and improve efficiency.
Education
Languages
Summary
Dedicated professional with over three years of experience managing customer relations, escalations, and team development in high-pressure environments across the retail and financial sectors.
Key Achievements
- Handled escalated and high-complexity customer cases at Amazon, ensuring effective resolution.
- Managed critical incidents during delivery operations, maintaining safety and compliance.
- Trained team members and developed processes to improve daily team operations using tools like Quip.
Experience
Resolution Specialist – Amazon
Handled escalated and high-complexity customer cases, ensuring timely and effective resolution., Managed critical incidents during delivery operations, including accidents, property damage, and customer-driver disputes., Investigated and resolved cases of misconduct, theft, or misdelivery with...
Customer Service Representative – Campaign “Genesis FS Card Services”
Assisted customers with inquiries and issues related to their credit cards, including interest rates, special purchase fees, late fees, promotions, and installment plans., Explained card security settings, policies, and terms & conditions to ensure customer understanding., Trained in...