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Juan
Tier 2 Customer Support Specialist, Escalations
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Competencies
Experiencia demostrada en Tier 2 Escalations.
Experiencia demostrada en De-escalation.
Experiencia demostrada en Salesforce Lightning.
Experiencia demostrada en Slack.
Experiencia demostrada en KPI/SLA Management.
Education
Languages
Summary
Tier 2 Customer Support Specialist, Escalations buscando nuevas oportunidades
Experience
TIER 2 CUSTOMER SUPPORT SPECIALIST, ESCALATIONS
Handled about 15 escalated calls per day from Spanish-speaking Dashers requesting supervisor-level support, maintaining a 90% QA score.. Managed complex, longer calls, including cases with no possible fix, by clearly explaining platform policies and keeping the customer’s trust.. Worked with operations, logistics, and payments teams to resolve cross-functional issues.. Documented cases accurately in Salesforce Lightning and internal tools to ensure follow-up.
TIER 1 CUSTOMER SUPPORT AGENT
Handled an average of 40 inbound calls per day from Dashers (independent contractors) in a high-volume, KPI-driven environment.