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Aibert
Customer Service & Sales Professional at Teleperformance / Capital One
Contacto
Competencias
Exceptional ability to resolve customer inquiries, ensuring high satisfaction and loyalty.
Proven success in selling mobile plans, SIM cards, and high-value accounts through persuasive communication.
Skilled in training teams on systems, sales techniques, and customer handling, fostering growth and performance.
Experienced in supervising teams, managing escalations, and motivating staff to achieve targets.
Adept at optimizing case verification and tracking systems to enhance accuracy and operational efficiency.
Idiomas
Resumen
Dynamic professional with extensive experience in customer service, sales, and team leadership across telecom and financial sectors. Proven track record in training, managing high-value clients, and improving operational processes.
Logros Clave
- Promoted to elite customer service role, supporting high-value clients with accounts exceeding $50,000.
- Led a team of 24 agents as temporary supervisor, enhancing service quality and escalation management.
- Managed complex customer interactions, improving resolution efficiency and customer satisfaction.
- Trained and mentored sales agents, resulting in increased sales performance and team development.
- Streamlined case verification processes, boosting accuracy and compliance in legal and customer service cases.
Experiencia
Sales Agent
Provided comprehensive customer service, addressing inquiries and resolving issues related to mobile data and SIM cards., Successfully sold mobile data plans and SIM cards, contributing to a significant increase in sales.
Trainer
Promoted to trainer after demonstrating exceptional sales performance and leadership skills., Managed a team of sales agents, providing them with detailed training on the company's systems and sales techniques., Developed training materials and delivered sessions aimed at enhancing the team's product knowledge and sales strategies., Mentored team members, offering ongoing support and tips to improve their sales performance.
Agent
Provided core services for credit card holders, explaining details about APR, interest charges, and payment processes., Assisted customers with updating personal information and troubleshooting mobile banking issues., Delivered exceptional customer service, resolving inquiries and issues efficiently.
Specialty Operations Agent | SME / Coach - Supervisor
Promoted to handle more complex customer interactions and support all system-related inquiries.
High Value Elite Agent | SME / Coach - Supervisor
Promoted to the elite customer service department, responsible for supporting high-income clients with substantial account values., Handled personal and business accounts with a minimum of $50,000 credit lines., Managed disputes, fraud reports, and applications for new accounts, ensuring accuracy and security., Processed significant transactions, including payments frequently amounting to $30,000 or more.
Supervisor
Recently promoted to a temporary supervisor role, overseeing a team of 24 customer service agents., Reviewed escalations and conducted outbound calls to provide top-tier customer service., Provided regular feedback, monitoring interactions and coaching sessions to team members, emphasizing the importance of their role and how to improve performance., Implemented strategies to enhance team productivity and customer satisfaction.
Inbound - Outbound Agent
Manage end-to-end customer case verification and follow-ups, ensuring accuracy, compliance, and timely resolution., Maintain and analyze complex Excel tracking systems, improving visibility and case resolution timelines., Deliver consistent, high-quality customer communication by translating legal processes into clear, actionable guidance., Strengthened customer trust and satisfaction through proactive communication and issue ownership.