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Luis
Customer Service & Team Leadership with 5+ years in Tech & Sales
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Competencies
Provided frontline support and coaching in chat and phone-based environments, ensuring customer satisfaction.
Supervised and mentored agents, set performance goals, and facilitated training to enhance team productivity.
Handled networking and tech issues for Aruba Networks, creating cases for technical resolution.
Guided agents in upselling techniques, helping meet sales goals and improve revenue.
Conducted outbound collection calls for medical debts, involving negotiation and persistence.
Education
Languages
Summary
Dedicated professional with over 5 years in customer service, team supervision, technical support, and sales. Proven track record of coaching teams, streamlining onboarding, and managing client interactions across diverse industries.
Key Achievements
- Promoted from chat agent to supervisor, demonstrating leadership and team management skills.
- Led onboarding for multiple waves at CSS Corp, streamlining tech issue resolution processes.
- Trained and evaluated agents across roles, improving team performance and customer experience.
Experience
Chat Agent / Supervisor
Worked as a chat agent then got promoted as a supervisor., Kept helping agents meet their personal goal and showed them how to upsell customers., Coached different agents on a daily basis to ensure the team kept hitting their goals.
Assistant Manager
Ensured all agents were properly trained and up to date with all DirecTV packages to ensure optimized selling and good customer experience., Evaluated the market to decide whether it was the market that was low or if the agents needed further training.