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Ricardo
Customer Experience Analyst - Tech support
Contato
Competências
Provided tech support and customer service focusing on first contact resolution and customer satisfaction in DSL, Cable, and IP services.
Performed audits, data scrubbing, and generated reports to identify opportunities and improve customer experience metrics.
Led training, coaching, and development initiatives to optimize analyst performance and compliance.
Configured and troubleshot modems, routers, IP phones, and internet services for different telecom platforms.
Analyzed workflows, identified process gaps, and recommended solutions to enhance service quality and operational efficiency.
Formação acadêmica
Idiomas
Resumo
Experienced customer service and data analyst with a strong background in technical support and team leadership.
Principais conquistas
- Supported MONEYGRAM to maintain a healthy CSAT score through regular data scrubbing and insights generation.
- Designed and implemented career development plans for customer experience analysts at Telus, enhancing team effectiveness.
- Led root cause and process gap analyses for executive escalations, providing actionable recommendations impacting KPIs.
Experiência
Customer Experience Analyst - Tech support
Support the program to maintain a healthy CSAT score by performing weekly scrubbing on B2B/T2B received, And provide insights and recommendations as to the main areas of opportunity for Scrubbing DSAT., Evaluation completion for supervisors to deliver coaching sessions to agents., Documentation of...
Icare agent
Tech support, modems, routers, IP phone, internet configuration for DSL, Cable, the configuration of DSLAM., Problem-solving on new installation., Customer service to new customers to have a better first experience with the service., Help to do the modem, router connections, and WiFi connection.
Team Leader Customer Experience
Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness., Responsible for analyzing, drafting and delivering recommendations to improve quality of service., Generates internal and external client reports on Customer...
Tech support 1 & Priority Tech Support
Problem-solving on new installation., Customer service to new customers to have a better first experience with the service., Help to do the modem, router connections, and WiFi connection., Tech support, modems, routers, IP phone, internet configuration for DSL, Cable, the configuration of DSLAM.