Jerwid - Customer Service Team Manager with 5+ years in airline and telecom sectors

Barranquilla, Atlántico, ColombiaRemotoen

Led a multilingual customer service team at American Airlines, improving CSAT scores by 15%

Coordinated cross-team efforts to ensure operational efficiency and service consistency

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Resumen

Experienced team manager and technical specialist with a strong focus on bilingual support and operational efficiency.

Logros Clave

Provided bilingual technical support for AT&T, handling hardware/software troubleshooting and managing technician dispatch

Habilidades

Customer Service ManagementAvanzado

Led customer service teams, monitored KPIs, and implemented performance improvements.

Technical SupportIntermedio

Provided bilingual assistance for telecom services, troubleshooting hardware and software issues.

Team LeadershipAvanzado

Conducted training, coaching, and coordinated team efforts to meet operational goals.

Technical SkillsIntermedio

Proficient in Microsoft Office, Windows troubleshooting, network connectivity, and ticketing platforms.

Communication & Language Skills

Experiencia

Team Manager

American Airlines (BPO Partner)

2023 - Present

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...

Technical Support Specialist

AT&amp;T

2015 - 2023

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...