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Harold
Customer Service Specialist with 4+ years in financial and utilities sectors
Contacto
Competencias
Handled customer inquiries, issues, and resolved complaints across banking, utilities, and energy sectors.
Supervised call center agents, provided coaching, and managed performance evaluations to ensure quality.
Provided support in both English and Spanish, facilitating effective communication with diverse customers.
Conducted call monitoring, scoring, and feedback to ensure agent compliance with policies.
Utilized CRM, call monitoring, and various software tools to support customer service activities.
Educación
Idiomas
Resumen
Dedicated customer service professional with extensive experience in the banking, energy, and utilities industries, skilled in team supervision, bilingual support, and quality assurance.
Logros Clave
- Led bilingual customer support operations at JP Morgan Chase, handling diverse customer inquiries in English and Spanish.
- Supervised and provided support to customer service teams at Faneuil, Inc., ensuring quality standards and coaching performance.
- Developed call quality evaluation processes and provided instant feedback as QA Analyst at Teleperformance.
Experiencia
Knowledge team Senior Specialist 1
Take ownership of each customer while empathizing and prioritizing customer needs., Engage in interactive dialogue with customer through active listening., Identify causes and work on resolving problems., Multitasking with different tools (computer programs and hardware) during calls to perform job needs., Provide customer service in English and Spanish language.
Bilingual Call Center Floor Support Supervisor
Supervise and provide support to customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems on daily basis., Provide employees with guidance in handling difficult or complex problems and resolve escalated complaints., Discuss job performance problems with employees to identify causes and work on resolving problems., Monitor Agents calls live doing side by side with the agents to ensure quality goal is met, providing coaching and feedback to agents., Complete quality evaluations, and attend calibration sessions.
QA Analyst
Listen and score agents calls to make sure agents are under compliance of company policies., Provide feedback to agents., Develop coaching plans with supervisor., Fill quality reports at the end of the day., Listen live call of agents providing instant feedback.
Customer Service Sales Associate
Provide Customer service to existing and new customer confirming service orders., Provide additional services and process sales orders in the system., Clerk duties (filing, completing sales reports, and emails).
Customer Service Agent
Provide Customer service to existing and new customer confirming service orders for Electric service., Costume to high call volume., Help Customer with inquiries Regarding with credit issue and billing., Office Duties.
Sales Associate
Assist customers with questions about Furniture and Technology department., Provide information about place order online from customers., Enroll Customer to Office Depot rewards program., Warehouse experience receiving merchandise loading and unloading pallets from the trucks., Organizing inventory and store procedures.