Experienced team manager and technical specialist with a strong focus on bilingual support and operational efficiency.
Led customer service teams, monitored KPIs, and implemented performance improvements.
Provided bilingual assistance for telecom services, troubleshooting hardware and software issues.
Conducted training, coaching, and coordinated team efforts to meet operational goals.
Proficient in Microsoft Office, Windows troubleshooting, network connectivity, and ticketing platforms.
American Airlines (BPO Partner)
Lead a trilingual customer service team (English, Spanish, Portuguese) handling flight operations and passenger support., Monitor KPIs and implement performance improvement strategies, achieving a +15% boost in CSAT scores., Coordinate between teams and management to ensure service consistency and...
AT&T
Provided bilingual technical assistance for TV, Internet, and phone services., Guided customers through troubleshooting steps for hardware and software issues., Managed technician dispatch schedules and ensured timely issue resolution., Maintained detailed records of customer interactions and...
Technical Degree
Technical Studies
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Fluent in English, Spanish, and Portuguese, facilitating effective bilingual customer support.