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William
Customer Success & Technical Support Specialist with 5+ years in Tech & Healthcare
Contacto
Competencias
Handled inbound and outbound inquiries, resolved issues, and improved customer satisfaction across multiple roles.
Troubleshot hardware, software, and connectivity issues for smart home devices and provided escalations when necessary.
Supervised teams, monitored performance, and supported skill development in customer service environments.
Scheduled appointments, maintained records, and ensured confidentiality in healthcare settings.
Utilized tools like Google Workspace, CRM systems, and remote work tools for efficient collaboration and documentation.
Educacion
Idiomas
Resumen
Dedicated professional with over 5 years of expertise in customer success, technical support, and team leadership across healthcare and technology domains. Skilled in troubleshooting, client communication, and process improvement, with proven experience in managing high-performance teams and...
Logros Clave
- Led a team of 16 customer support reps, monitored performance, and supported skill development at Teleperformance.
- Provided Tier 2 technical support for Google Nest devices, resolving complex hardware, software, and connectivity issues.
- Supported patient scheduling, record updates, and confidentiality compliance in a healthcare environment at Impact BPO.
Experiencia
Medical Scheduler / Case Manager Assistant
Scheduled, rescheduled, and confirmed patient appointments while managing back-to-back interactions., Coordinated with providers, clinics, and patients to ensure accurate calendars and timely care., Updated patient records, verified information, and maintained confidentiality in compliance with...
Customer Success Representative
Assisted customers with product tracking, refunds, returns, and order inquiries via inbound/outbound calls and email follow-ups., Delivered clear and accurate information to resolve issues efficiently and improve customer satisfaction., Managed back-to-back interactions while maintaining service...
Customer Success Representative (Hotel Booking / Sales)
Supported customers with hotel bookings, modifications, cancellations, and confirmations., Ensured seamless booking experiences by explaining policies, rates, and availability., Contributed to customer retention through proactive communication and issue resolution.
Customer Success Supervisor / Team Lead
Led and coached a team of 16 customer support representatives., Monitored performance metrics, provided feedback, and supported skill development., Managed escalations and ensured timely resolution of complex customer issues., Prepared performance reports and customer insights to support...
Customer Success & Technical Support Specialist Tier 1
Provided Tier 1 and technical support for Google/Nest smart home devices., Troubleshoot connectivity, hardware, and software issues for smart speakers, displays, cameras, thermostats, and Wi-Fi devices., Escalated complex issues when required and ensured proper documentation., Improved first-call...
Customer Success & Technical Support Specialist (Tier 2 – Google/Nest)
Provided advanced Tier 2 technical support for Google Nest Cameras, Smoke & CO Alarms, Thermostats, and Smart Locks., Diagnosed and resolved complex hardware, software, and connectivity issues including Wi‑Fi configuration, firmware updates, device pairing, account sync, and mobile app...