Elihu - Customer Service Professional with 5+ years in Telecom and Tech

San Pedro Sula, Cortés Department, Hondurasen

Led customer service teams of up to 20 agents, overseeing daily operations and performance management.

Streamlined escalation processes on the customer service floor, reducing wait times and improving satisfaction.

Published on CazVid

Summary

Experienced in managing customer service teams, delivering technical support, and process optimization to improve client satisfaction and operational efficiency.

Key Achievements

Provided technical and troubleshooting support to customers, ensuring resolution and retention.

Skills

Customer Service ManagementExpert

Managed customer service operations, guided agents, and maintained high satisfaction levels.

Technical Support & TroubleshootingAdvanced

Handled device, network, and account issues, assisting customers via multiple channels.

Team Leadership & TrainingAdvanced

Led and mentored teams, conducted performance reviews, and facilitated skills development.

Process ImprovementIntermediate

Optimized escalation management and workflow efficiency to enhance customer experience.

Technical Skills

Experience

Customer Service Agent

Startek

August 2013 - September 2024

Provided technical support and troubleshooting assistance to customers via phone and chat, ensuring a high level of satisfaction., Guided customers through device setups, network issues, and account management, contributing to customer retention., Handled order processing, customer inquiries, and issue resolution via email., Managed data entry, ensured accuracy in orders, and facilitated smooth order fulfillment., Enhanced overall customer experience by maintaining clear communication and efficient workflows.

Customer Service Floor Support

T-Mobile

August 2013 - September 2024

Oversaw day-to-day operations on the customer service floor, providing real-time assistance and guidance to agents handling escalated issues., Acted as a point of contact for complex queries, ensuring resolutions were handled efficiently and according to company standards., Optimized the process of managing customer escalations, ensuring that complex issues were promptly addressed, reducing customer wait times and increasing satisfaction., Delivered constructive feedback to new specialists, ensuring a continuous improvement approach to customer service.

Customer Service Supervisor

T-Mobile

August 2013 - September 2024

Led teams of up to 20 agents across multiple campaigns., Responsible for overseeing daily operations, ensuring that service level agreements (SLAs) were met., Conducted regular performance reviews and developed individual action plans for agents based on performance metrics., Generated detailed performance reports and identified areas for improvement within teams., Designed and developed sales-driven solutions to help customer service agents handle both service and sales interactions effectively., Made quick decisions in handling daily operational challenges.