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Customer Service & Support Team Leader with 8+ years in Telecom & Sales
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Competencies
Provided technical and account support to telecom clients through diagnosing, troubleshooting, and resolving issues.
Led and coached customer care teams at Telus, focusing on performance improvement, KPI adherence, and quality assurance.
Conducted outbound sales calls, provided product insights, and managed client communications to support sales goals.
Handled complex customer inquiries, resolved product and service issues, and facilitated escalations to ensure resolution.
Utilized strong bilingual communication skills to interface with clients and teams effectively in customer service and support roles.
Education
Languages
Summary
Seasoned customer support professional with over 8 years of experience in telecom and sales industries. Skilled in team leadership, technical troubleshooting, client relations, and process improvement. Adept at managing high-volume interactions and driving customer satisfaction.
Key Achievements
- Led and coached customer service teams at Telus Digital, improving adherence to account metrics and implementing best practices.
- Provided technical support and troubleshooting for Telus Mobile products, resolving hardware, software, and network issues, ensuring customer satisfaction.
- Developed communication processes and handled high-volume customer interactions at Teleperformance, ensuring query resolution and effective coordination.
Experience
Customer Care Team Leader
Development and coaching of customer service agents, Ensuring adherence to account metrics through quality assurance and KPI monitoring, Implemented follow-up and action plans based on Best Practices, Offered tools and guidance to boost performance, Managed HR relationships, payroll, and personnel...
Client Support Independent Contractor
Resolved client inquiries and issues on orders, billing, and products, Provided advice, education, and documented cases, Supported sales onboarding, escalated product claims, and ensured fulfillment through proactive tracking, Developed strong communication skills interfacing between the business...
Outbound Sales Representative
Conducted outbound calls targeting leads, Made offers for customer upgrades, Provided in-depth product insights during sales discussions for home residential services, Achieved sales success through effective communication.
Technical Support Agent
Provided customer support by diagnosing, troubleshooting, and resolving issues related to mobile device hardware, software, and network connectivity, Managed direct inbound and transferred calls, including client education, Conducted follow-up callbacks to ensure resolution and facilitated...
Customer Service Representative
Responsible for providing a world-class customer experience by supporting clients with inquiries related to account and wireless product devices, Handling account changes, resolving issues, and processing claims.
Customer Service Representative
Handled high-volume customer interactions, processing orders, forms, applications, change requests, and escalated complaints, Served as the primary customer service representative, resolving queries through established communication procedures and coordinating details with appropriate teams.