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Customer Support & Mentoring Specialist with 5+ years in BPO
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Competencies
Handled customer inquiries, claims, and education on rental processes in a bilingual environment.
Provided coaching and mentoring to new agents, supporting their induction and skill development.
Assisted in monitoring, improving, and supporting operational standards and escalation procedures.
Verified KPIs of agents and background profiles of renters to ensure compliance and accuracy.
Education
Languages
Summary
Experienced bilingual customer support agent with a focus on process improvement and team mentoring in the BPO industry.
Key Achievements
- Provided bilingual customer support across multiple channels including phone, chat, and email.
- Mentored and coached new agents, ensuring effective onboarding and performance monitoring.
- Supported process improvement initiatives and compliance by verifying KPIs and background profiles.
Experience
Bilingual Agent-Verification-Claims
Customer support in English, including handling claims and educating customers on online rental processes, Personalized coaching and mentoring for new agents during the induction process, Assistance in monitoring and improving processes and standards, General support for other departments' escalation processes and management of work tools, Verification of the key performance indicators (KPIs) of agents during the induction process
Bilingual Agent / Mentoring Assistant
Customer support is provided in English through phone calls, online chats, and emails, encompassing the management of claims and educating customers on the vehicle rental process., Assistance in verifying the background profiles of potential renters., Support in coaching and enhancing the escalation processes and operational standards for our agents.