Nelson - Customer Service Agent with 5 years of experience in technical and billing support

Effectively communicated with customers through various channels to resolve issues and provide solutions.

Addressed escalations and provided actionable feedback in coaching sessions to improve team performance.

Resolved technical and billing issues, providing accurate information and support.

Conducted onboarding and coaching sessions, increasing team performance scores.

Processed high call volumes of inbound calls, handling claims and escalating complex cases., Consistently exceeded or met KPI performance measures like average handling time and first-call resolution.

Delivered customized solutions and recommendations through various modes of communication (email, SMS, app).

Confirmed terms and conditions, which were legal and quality compliant., Managed concurrent tasks with proper documentation maintained.

Provide accurate information on sign-ups, billing, and technical issues via phone and chat., Resolve escalations proactively, maintaining a customer satisfaction rating of 95 %., Conduct onboarding and coaching sessions for new agents, increasing performance scores by 25 % within the first 10...