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Jhair
Customer Support & Collection Specialist with 4+ years in Telecommunications and BPO
Contacto
Competencias
Expertise in managing debt accounts, applying policies, and achieving recovery goals.
Proficient in handling client inquiries via phone, email, and chat, delivering effective solutions.
Experience in streamlining processes to enhance operational efficiency and ticket management.
Skilled in upselling and providing tailored telecom solutions to clients.
Capable of handling large volumes of data with accuracy and managing support tickets effectively.
Educacion
Idiomas
Resumen
Dedicated professional with over 4 years of experience in customer service, debt collection, and technical support across leading BPO companies. Skilled in workflow optimization, KPI management, and delivering exceptional client solutions.
Logros Clave
- Handled up to 250 customer tickets daily, ensuring timely resolution and satisfaction.
- Optimized workflow processes, improving ticket resolution times and team efficiency.
- Consistently achieved KPI targets in debt collection and customer support roles.
- Provided technical support across multiple channels, enhancing client experience.
- Successfully managed diverse debt accounts, adhering to strict SOPs and policies.
Experiencia
Collection Agent
Inbound/outbound collector agent for assortment of debt accounts.. Handling strict SOPs and Policies depending on the debt type.
T3 Web Support Specialist
Provided timely and effective support to clients via phone, email, and chat handling up to 250 tickets.. Mastering and applying new products, processes, and technologies, allowing for seamless integration into daily operations.. Identified inefficiencies in workflows and implemented new SOPs for streamline efficiency.. Maintained solid KPI records and sales revenue with a client follow up database.. Supported T2 and T1 agents and handled escalated tickets and/or calls.
Inside Sales Representative
Inbound calling for Telecommunication services where I provided with best solution between different Telecommunication providers and ISP.. Provided support and response to client inquiries with a push for upselling better services or packages.. Handled heavy workload of calls and maintained a follow up database for existing clients.
Customer Service
Inbound support for a telecommunication company providing from in house services up to mobile and security features.. Provided timely and effective support, defusing tense situations and handling escalated clients with patience and professionalism.. Handle a large workflow of calls per day maintaining quality KPI standards.