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Isaias
Customer Service & Leadership with 9 years of experience in B2B and B2C sectors
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Competencies
Provided phone assistance, billing verification, and customer retention support.
Supervised teams, created reports, and trained new hires to enhance team performance.
Utilized Office 365, GDS (Amadeus) (NDC), and Salesforce to support operational needs.
Conducted evaluations, communicated product policies, and supported customer interactions.
Supported reservations, verified billing issues, and offered alternative solutions.
Education
Languages
Summary
Customer service, retention, and team leadership professional with 9 years of diverse experience in the B2B and B2C sectors. Skilled in staff training, technical support, and customer satisfaction.
Key Achievements
- Progressed from customer support roles to team leadership, managing metrics and training.
- Handled billing, reservation support, and technical visits, demonstrating versatility across customer service functions.
- Conducted call listening, evaluated product knowledge, and supported training initiatives for new hires.
Experience
Retentions Agent
Phone Assistance to customers, Billing verification and adjustments., Schedule technical visits., Evaluation and retention for old customers.
Temporary Team Leader
Smart plan and strategies creation, Teamwork and provide support to the team members, Create reports about metrics and achievements within the team., Training new hires., Monitoring and evaluating calls/chats or email interactions for each team member.
Reservations and Flights Assistant
Phone Assistance, Supporting new and old reservations for customer and partners (hotel/airlines), Offer alternative solutions to issues presented., Verify and provide support with billing issues.
Product Mentor
Training Support, Call listening and evaluations., Product knowledge evaluations, Skills transfers process, Teaching product process and policies.