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Carlos
Customer service representative / Team Leader
Contato
Competências
Extensive experience in direct customer support and service quality management.
Led teams and provided coaching to improve performance metrics.
Effective in public relations and client interaction, ensuring clear information exchange.
Organized workload efficiently to handle multitasking under pressure.
Proficient in using Salesforce and Talkdesk for customer support and issue resolution.
Formação acadêmica
Idiomas
Resumo
Experienced customer service representative with team leadership, dispute management, and technical support expertise, specializing in enhancing team performance and customer satisfaction.
Principais conquistas
- Led and coached a team to exceed KPIs including AHT, QA, FCR, and CSAT at Teleperformance.
- Managed disputes and escalated customer issues efficiently, improving resolution times.
- Provided high-level support using Salesforce and Talkdesk, enhancing customer satisfaction.
Experiência
Customer service representative / Team Leader
Led and coached a team to exceed KPIs, including AHT, QA, FCR, and CSAT., Managing disputes experience to escalate customer’s issues and give them a resolution efficiently., Trainer and support managing experience for helping agents to improve their quality performance., Provide high-level customer...