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Elihu
Customer Service Professional with 5+ years in Telecom and Tech
Contacto
Competencias
Managed customer service operations, guided agents, and maintained high satisfaction levels.
Handled device, network, and account issues, assisting customers via multiple channels.
Led and mentored teams, conducted performance reviews, and facilitated skills development.
Optimized escalation management and workflow efficiency to enhance customer experience.
Proficient in advanced computer applications supporting customer service functions.
Educacion
Idiomas
Resumen
Experienced in managing customer service teams, delivering technical support, and process optimization to improve client satisfaction and operational efficiency.
Logros Clave
- Led customer service teams of up to 20 agents, overseeing daily operations and performance management.
- Streamlined escalation processes on the customer service floor, reducing wait times and improving satisfaction.
- Provided technical and troubleshooting support to customers, ensuring resolution and retention.
Experiencia
Customer Service Agent
Provided technical support and troubleshooting assistance to customers via phone and chat, ensuring a high level of satisfaction., Guided customers through device setups, network issues, and account management, contributing to customer retention., Handled order processing, customer inquiries, and issue resolution via email., Managed data entry, ensured accuracy in orders, and facilitated smooth order fulfillment., Enhanced overall customer experience by maintaining clear communication and efficient workflows.
Customer Service Floor Support
Oversaw day-to-day operations on the customer service floor, providing real-time assistance and guidance to agents handling escalated issues., Acted as a point of contact for complex queries, ensuring resolutions were handled efficiently and according to company standards., Optimized the process of managing customer escalations, ensuring that complex issues were promptly addressed, reducing customer wait times and increasing satisfaction., Delivered constructive feedback to new specialists, ensuring a continuous improvement approach to customer service.
Customer Service Supervisor
Led teams of up to 20 agents across multiple campaigns., Responsible for overseeing daily operations, ensuring that service level agreements (SLAs) were met., Conducted regular performance reviews and developed individual action plans for agents based on performance metrics., Generated detailed performance reports and identified areas for improvement within teams., Designed and developed sales-driven solutions to help customer service agents handle both service and sales interactions effectively., Made quick decisions in handling daily operational challenges.