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Kevin
Contact
Competencies
Experiencia demostrada en Advance typing.
Experiencia demostrada en Data Analysis.
Experiencia demostrada en Customer Service Principles.
Experiencia demostrada en Coaching and Mentoring.
Experiencia demostrada en Software Proficiency.
Education
Experience
Customer Experience Coach
Aimed to enhance the overall customer experience by guiding and supporting agents, formulating and executing customer-centric strategies, and cultivating a customer-focused ethos throughout the coaching process., Identified employees with specific skill deficiencies to recommend enhanced opportunities or areas for improvement., Provide consistent and constructive feedback on performance, both at an individual level and as a cohesive team, to facilitate agents in enhancing their competencies., Create and refined support materials for agents, such as comprehensive FAQs and detailed troubleshooting guides, to guarantee consistency and precision in every customer interaction., Ensure each new team member received training on processes, policies, and customer interaction., Conduct regular performance evaluations to engage in discussions regarding progress and to offer constructive feedback to the client., Evaluating data, such as customer satisfaction indices, to uncover patterns and discern opportunities for improvement., Ensuring compliance with company policies and maintained high standards of customer service.
Customer Service Representative
Engage with customers through chat and email concerning inquiries related to account management, billing matters, or technical issues reported by the client., Deliver detailed information concerning products, services, policies, and procedures via email or live chat., Serve as the primary point of contact for customer inquiries and concerns, addressing them with professionalism and empathy., Build rapport, resolve issues with empathy and respect, and exceed customer expectations., Adhere to established communication protocols, guidelines, and policies while upholding a favorable brand image for the organization., Document all customer interactions with accuracy, ensuring timely account updates, efficient payment processing, and resolution of billing disputes., Identify prospective leads and convert them into paying clients.
Academic Scorer
Evaluates student work, assigning scores in accordance with established criteria and rubrics, utilizing the data stored within the Amira Learning Tool application., Assess and assign scores to examination papers, tests, or evaluations in accordance with established criteria., Maintain accurate and detailed records of scores and performance data., Ensure consistency and fairness in scoring by adhering to standardized procedures and guidelines., Collaborate with other scorers or team members to ensure uniformity in scoring., Provide feedback or reports based on scoring outcomes., Assist in the development or refinement of scoring criteria and guidelines., Maintain confidentiality and integrity of the scoring process.