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Norma
Customer Service and Technical Support Specialist with 12 years in Call Centers
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Competencies
Used MS 365 for supporting corporate migrations and daily user support.
Resolved technical issues related to VOIP, LAN networks, and general hardware/software problems.
Provided customer support, complaint resolution, and relationship building across various industries.
Handled customer complaints and conflict management efficiently to improve satisfaction.
Led activities related to workflow optimization and team coordination in operational roles.
Education
Languages
Summary
12 years of versatile experience supporting customer service, technical troubleshooting, team leadership, and operational tasks in call center environments.
Key Achievements
- Managed high-volume call center operations at Telvista, focused on customer satisfaction.
- Supported migration to MS 365 and handled user support tickets at The Functionary.
- Performed troubleshooting, billing support, and soft sales for telecom and media services.
Experience
Bilingual Technical Support
Managed high-volume call center operations with an emphasis on superior customer service., Assisted customers in maximizing the functionality of phone, internet, and TV services., Delivered key product and service information to boost customer satisfaction and service utilization.
Customer Service Representative
Provided general information about financial products offered in several store chains and mom-and-pop stores in the US for the financial product., Assisted customers with shipping status for repairs and answered questions about game prices and in-game purchases.
Customer Support/Tech
Set appointments after a set of troubleshooting steps for advanced tech support for AT&T VOIP phone and internet service., Provided customer service, billing support, and soft sales for DirectTV services.
Customer Service/Tech Support/Sales/Intake
Resolved tech and billing issues., Assisted potential customers in signing up and enjoying all features.
Customer Service/Tech Support (L1-L2)
Supported the migration of a corporation to MS 365, creating and following up on tickets for user interactions., Set up appointments for patients to get tested for COVID-19, and provide results.
Tech Support/Customer Service
Oversaw activities related to purchasing, transportation, inventory, and warehousing., Resolved customer complaints efficiently by managing and following up on tickets.