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Customer Service & Tech Support with 5+ years in call center industry
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Competencies
Provided comprehensive support to customers, effectively handling inquiries, complaints, and returns.
Identified and resolved hardware and software issues for streaming service users.
Led training sessions for new hires and managed team performance metrics.
Tracked and analyzed employee and team performance based on key indicators to improve service quality.
Displayed strong interpersonal skills facilitating effective teamwork and client interactions.
Education
Summary
Experienced in customer relations, technical support, and team leadership within call center environments, dedicated to improving customer satisfaction and team performance.
Key Achievements
- Led training programs for new customer service employees at Ibex Nicaragua
- Managed and optimized team performance against KPIs as SME at Ibex Nicaragua
- Resolved diverse customer issues across product information, complaints, and technical difficulties
Experience
Customer Service Representative
Provide information about products and services, taking orders, responding to customer complaints, processing returns, and performing other activities.
Tech Support
Identify, investigate, and resolve user’s problems with computer software and hardware.
Subject Matter Expert (SME)
Training of the new customer services employees on the products and the system used; in addition, being in charge of job promotions and supporting employees to improve their performance., Monitoring and driving individual and team performance, usually against a set of key performance indicators., Managing a team of Call Centre Agents and preparing report for the line manager of performance against a set of key performance indicators.