Trinidad - Customer Support & Mentoring Specialist with 5+ years in BPO

Handled customer inquiries, claims, and education on rental processes in a bilingual environment.

Provided coaching and mentoring to new agents, supporting their induction and skill development.

Assisted in monitoring, improving, and supporting operational standards and escalation procedures.

Verified KPIs of agents and background profiles of renters to ensure compliance and accuracy.

Customer support in English, including handling claims and educating customers on online rental processes, Personalized coaching and mentoring for new agents during the induction process, Assistance in monitoring and improving processes and standards, General support for other departments' escalation processes and management of work tools, Verification of the key performance indicators (KPIs) of agents during the induction process

Customer support is provided in English through phone calls, online chats, and emails, encompassing the management of claims and educating customers on the vehicle rental process., Assistance in verifying the background profiles of potential renters., Support in coaching and enhancing the escalation processes and operational standards for our agents.