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Eduardo
Customer Support Specialist with 5+ years in telecommunications
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Competencies
Handled customer interactions via phone and back-office systems, ensuring service quality and issue resolution.
Supported agents and supervisors by sharing knowledge and providing training support as SME.
Communicated effectively with customers and team members, both via phone and in written support roles.
Assisted in back-office operations and provided supervisor support to improve overall process efficiency.
Education
Languages
Summary
Experienced customer support professional specializing in frontline and back-office roles within the telecommunications sector. Proven ability to support, train, and optimize team performance while ensuring high-quality service delivery.
Key Achievements
- Progressed from Specialist Agent to Subject Matter Expert, developing expertise in support and training roles.
- Provided frontline support and back-office assistance, enhancing customer satisfaction and operational efficiency.
- Led knowledge sharing and supervision support as SME, contributing to team performance and knowledge dissemination.
Experience
Second Line Expert Agent (Tier 2)
Working on phone and back office.
Specialist Agent
Specialist Agent on the Frontline of the campaign.
Subject Matter Expert
SME in charge of giving support and knowledge to agents specialists and experts, also providing supervisor support.