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Jhonny
Customer Support Specialist with 4+ years in Bilingual Service & Support
Contacto
Competencias
Provided bilingual customer service at Teleperformance, managing agent support, KPI adherence, and product inquiries.
Developed dashboards and analyzed performance data to optimize training and onboarding processes at Concentrix/Supercell.
Utilized Excel for KPI updates, trend analysis, and automation of reports, enhancing operational efficiency.
Handled oral and written communication effectively, guiding agents and advising on product-related questions.
Educacion
Idiomas
Resumen
Experienced in bilingual customer service, team support, and data-driven performance analysis. Skilled in Excel dashboards, KPI monitoring, and enhancing onboarding efficiency within the service industry.
Logros Clave
- Transitioned from POC to New Hire Master, leveraging data analysis to enhance onboarding and performance tracking.
- Created automated Excel dashboards, improving KPI monitoring and training assessment efficiency.
- Analyzed performance trends to develop coaching strategies, boosting onboarding and team productivity.
Experiencia
AGENT - TEAM SUPPORT | Bilingual
Customer service., Agents KPI following., Attendance following., KPIs updates through Excel., Advising agents on questions about the product.
NEW HIRE MASTER - VIDEOGAMES SUPPORT | Bilingual
Transitioned from Point of Contact (POC) to NHM, leveraging data analysis to improve new hire performance tracking., Developed automated Excel reports and dashboards, optimizing KPI monitoring and training assessments., Analyzed performance trends and identified gaps, enhancing coaching strategies...