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Jhon
Customer Service Specialist at Amazon and Accedo-24/7.ai
Contacto
Competencias
Proficient in providing exceptional support, addressing concerns, and building lasting customer relationships.
Experienced in supervising teams, coaching, and optimizing team performance in fast-paced environments.
Skilled in diagnosing issues and delivering effective solutions to ensure customer satisfaction.
Excellent at building rapport with clients and collaborating effectively within teams.
Capable of utilizing CRM tools to track customer interactions and improve service quality.
Educacion
Idiomas
Resumen
Dedicated customer service specialist with experience at Amazon and Accedo-24/7.ai, skilled in team supervision, conflict resolution, and building customer trust to enhance satisfaction and loyalty.
Logros Clave
- Handled high-volume customer calls with efficiency, building trust and rapport
- Led a team of 32 agents, implementing coaching strategies to improve performance
- Developed strong problem-solving skills, resolving complex customer issues promptly
Experiencia
CSA
Provided frontline support to customers, handling a high volume of calls with efficiency and accuracy.. Developed strong rapport with customers, effectively addressing concerns and building trust.. Also and mainly providing full time support to drivers in order to help them with their daily issues or inconveniences, managing some tasks, reports, and handling different cases by policy.. Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.. Collaborated with team members to enhance service delivery and streamline processes.. Utilized CRM software to track customer interactions and maintain accurate records.
Supervisor
Led a team of 32 agents in a fast-paced environment, overseeing their day-to-day activities and providing coaching and guidance to optimize performance.. Implemented glidepath and coaching activities to develop agent skills and improve overall performance. Oversaw daily operations to ensure team efficiency and adherence to quality standards.. Conducted regular quality assurance (QA) assessments to identify areas for improvement and develop action plans for continuous enhancement.. Analyzed performance metrics to identify areas for improvement and implement solutions.. Ensured adherence to company policies and procedures while fostering a positive and supportive work culture.
Customer Service Representative
Customer Service Representative
Provided frontline support to customers, handling a high volume of calls with efficiency and accuracy.. Developed strong rapport with customers, effectively addressing concerns and building trust.. Assisted in the training and onboarding of new team members, sharing best practices and coaching techniques to promote skill development and performance improvement.. Maintained detailed records of customer interactions using CRM software for improved service delivery.