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Customer Service and Technical Support Specialist with 5+ years of experience
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Competencies
Utilized CRM systems to manage and improve customer interactions and satisfaction.
Applied technical support protocols to provide quick and effective resolution of technical issues.
Handled customer complaints and collections negotiations to reduce delinquency rates.
Participated in designing workflows to enhance operational efficiency based on customer needs.
Leveraged bilingual skills to serve diverse customer bases effectively.
Education
Languages
Summary
Experienced in managing customer inquiries, resolving escalated technical issues, and designing support workflows. Skilled in bilingual communication and cross-functional collaboration.
Key Achievements
- Managed high volumes of customer inquiries with a 95% first-call resolution rate at Concentrix.
- Resolved 90% of escalated technical issues within the first interaction, improving team efficiency.
- Developed and implemented new customer service workflows, leading to a 10% increase in operational efficiency.
Experience
Customer Service Representative
Manage high volumes of customer inquiries with efficiency and professionalism, achieving a 95% first-call resolution rate., Address customer concerns promptly, improving customer satisfaction scores by 20% over a 3-month period., Develop tailored solutions to meet customer needs, contributing to brand loyalty and repeat business., Collaborate with cross-functional teams to refine processes and ensure consistent service delivery.
Technical Support Representative
Delivered technical support to over 100 customers daily, resolving 90% of escalated issues within the first interaction., Created and implemented technical support procedures, reducing average resolution time by 15%., Worked closely with team members to address and resolve technical complaints, enhancing team efficiency.
Customer Service Representative
Analyzed customer feedback to identify trends and implement strategies that improved customer experience., Assisted in the design of new workflows based on customer needs, leading to a 10% increase in operational efficiency., Supported collections efforts by contacting overdue accounts and negotiating payment plans, reducing delinquency rates.