Abraham - Customer Service Supervisor with 5+ years in Call Center Operations

León de los Aldama, Guanajuato, Mexicoen

Supervised customer service teams, ensuring KPI and quality standards.

Provided coaching to improve team performance and service quality.

Contact via CazVid

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Summary

Experienced supervisor specializing in call center operations and customer support.

Key Achievements

Collaborated on process improvements and training program implementation.

Skills

Call Center OperationsAdvanced

Managing daily call center activities, ensuring operational efficiency.

Customer Relationship Management (CRM)Expert

Utilized CRM systems to document customer interactions and track issues.

Technical TroubleshootingIntermediate

Resolved technical and service issues related to internet, cable, and phone services.

Team Leadership & CoachingAdvanced

Led and mentored teams to enhance performance and service delivery.

Conflict ResolutionIntermediate

Handled escalated customer complaints professionally and efficiently.

Languages

Spanish(Bilingual)English(Bilingual)

Experience

Supervisor

Alorica

August/2024 - june/2025

Supervised a team of customer service agents, ensuring adherence to KPIs and quality standards., Provided coaching and performance feedback to improve service delivery., Handled escalated customer issues with professionalism and efficiency., Collaborated with management to implement process...

Customer Service Representative

TTech

January/2018 - March/2020

Delivered high-quality phone support for a variety of customer inquiries., Assisted customers with billing, technical issues, and account management., Maintained high customer satisfaction scores through active listening and problem-solving., Documented interactions accurately in CRM systems.

Customer Support Agent

Xfinity (Comcast)

February/2021 - august/2024

Provided technical and billing support for Xfinity internet, cable, and phone services., Walked customers through troubleshooting steps and service upgrades., Resolved service interruptions and account issues with a focus on first-call resolution., Consistently met or exceeded call quality and...