Luigui - Customer Service & Dispatch with 5+ years in Telecom and Support

Provided real-time support, managed post-service verification calls, and handled escalated issues.

Monitored technician routes, coordinated ETA updates, and rescheduled appointments based on multiple factors.

Led a team of technicians and agents, supported onboarding, and delivered ongoing coaching.

Collaborated across teams to troubleshoot and resolve technical issues affecting service delivery.

Monitored technician routes in real time to ensure timely service delivery., Coordinated ETA updates between customers and field technicians., Scheduled and reassigned appointments based on weather, skills, and efficiency., Managed post-service verification calls and appointment tracking., Reduced service delays by reallocating resources efficiently, saving 10-20 minutes per appointment., Collaborated with cross-functional teams to resolve technical issues.

Oversaw a team of 10–15 agents, ensuring quality standards., Provided live support and coaching during escalated customer or technical issues., Supported new hire onboarding and continuous training processes.