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Jose
Assistant
Contato
Competências
Demonstrated proficiency in supporting customers via calls, emails, and chats, ensuring high satisfaction levels.
Led and supervised a team of 20 agents, focusing on coaching, motivation, and performance improvement.
Resolved complex customer issues professionally to maintain service quality.
Evaluated and improved team response time, first-call resolution, and NPS scores.
Communicated clearly with customers and team members to facilitate issue resolution and training.
Formação acadêmica
Idiomas
Resumo
Experienced in managing customer support teams, resolving complex inquiries, and implementing efficiency strategies to enhance customer satisfaction.
Principais conquistas
- Supervised a team of 20 agents, providing ongoing coaching and training to enhance performance.
- Implemented strategies that increased customer satisfaction by 95%.
- Reduced customer wait times by 10% through performance evaluations and process improvements.
Experiência
Assistant
Help in the logistics and installation of public and private events
Class Material Classifier
Select and classify material for primary and secondary classes for public schools
Back Office Agent
Documentary verification (verification of eligibility of insurance policies)
Customer Service Specialist, Mentor, and Supervisor
Provided support across the three main interaction channels: calls, emails, and chats, maintaining high levels of customer satisfaction., Managed complex issues and resolved customer complaints with a focus on satisfaction and retention., Supervised a team of 20 agents, providing continuous coaching and training to improve their performance and customer service skills., Implemented strategies to motivate the team and increase productivity, achieving a 95% increase in customer satisfaction (CSAT)., Evaluated team performance through key metrics such as response time, first-call resolution rate, and NPS, implementing improvements that reduced wait time by 10%., Provided regular, constructive feedback to agents, leading to improvements in individual and team performance., Resolved complex customer issues professionally, maintaining service quality and overall satisfaction.