Carlos - Customer service Representative (CSR)

Communication, communication is basic. So a remote work environment, nowadays you have a lot of tools. You have Zoom, you have Google Meets, you have Slack, that's mostly for inner, but follow-up. whenever you schedule a follow-up or when you give them a call and you're there from them, when they know that they can Slack you, they can send you an email to jump in maybe in a meeting or in an introduction. So they know that you're there for them and that builds trust. So communication is basic. Nowadays we have a lot of tools and the basics, we have email, we have text messages. It makes it because more WhatsApp, but also that we have a business WhatsApp. So whenever you're on top of that and you're answering everything on time, that builds trust and that communication will help you with your team or your customers.

Absolutely. So when the pandemic was at the highest point, we were sent to our home. It was for a year and a half. Through that time, I managed to have one of the best results of my team. Then they started to pull us back to the office. At that time, I lived on a different state, and also my wife has a medical condition that needs, she needs to be content, look for. She has a hearing disability, so it's better for me to stay at home, especially with this. So through my results and through constant communication, it could be through Slack, it could be through, it was through Zoom mostly, sometimes Google Meet, with my boss, show with my results. It was, I was able to make it clear that I was very, I was very comfortable and I was delivering everything, everything on time. And even I had the ability to have some extra time, and people in my team was able to ask me for something else. Like, hey, Charlie, can you assist me with that? Hey, Charlie, can you jump on this onboarding so you can assist? So I was able to do all of my chores and after that jump in some additional ones. So that was through communication and especially through delivering everything on time and having one of the best metrics of the team. So Slack, Zoom, Google Hangouts, even Google Sheets, you're able to post the comments, the results live. So that's kind of communication is key so they can see the results and then you can provide an answer. I was also managing coachings through Zoom and Google Meets at that time.

Absolutely, when the pandemic struck here in Mexico, we started doing home office, and then after the pandemic kind of quieted down a little bit, big boss started to say you need to be at the office, but through work and through good organization, I was able to stay at home. Why? Because I live in a different state. I moved because rents were cheaper, and also my wife has a medical condition, so it was better for me to stay at home and to be able to look after her. And my results were among the best, top three results, and I was super dedicated and also delivered everything on time, and my boss knew that he could rely on me. So I think that communication is the base for this, because you need communication builds trust, and that's what you need. When your boss calls you, slacks you, and says, hey Charlie, I need you to do this ASAP, you need to be honest. You need to say, OK, you know what? I'm doing an audit. I can jump in this in the next five to ten minutes, but give me space. Also, you need to be honest because you need to address things. You cannot just jump in blinded. So you need to read, understand, and then work on it. So communication is basic. It's necessary, especially when you work from home.

Well, previous job, as far as a security analyst, we did have a lot of things to do, so I prioritized. So first was the things that you need to do on a daily basis, and if something is a fixed number, like I had 22 agents, I had to do from two to three evaluations per day, so I had a target that I need to do some number of evaluations of that day. Also, we did have editing outis on specifically requested by management, so when that arrived, they had priority. If it was urgent, you stop whatever what were you doing, and then you address that. And after that, you continued. That's why it was very important for me to start working at 8 o'clock when my shift started, just on the evaluations, so I can build kind of a space in case something landed. Fortunately for meetings, they were scheduled. We did not have a lot of unscheduled meetings, so I'm a very organized person. I really like to schedule my day. Like I know what I'm gonna do, especially with my meetings, when there's a special event, when the upper management is going to the office and you need to be there, it's really nice for you to have everything scheduled on your Google Calendar. I also share it with my boss so he could see what I was doing.

Well, when I was a QA analyst, I had an agent, a tech support, which did not have good attitudes and also really did not have patience, and he had a lot of complaints. So his attitude was a little too proud, for me to say. So we arranged several meetings and we started working on soft skills, soft skills, not going directly to an attitude issue, just to teach him how to learn to active listening, pretty much, how to understand what people was asking. And also we worked on how he could explain the issue in two or three different ways. I told him, remember your nephew, your son, like he's five years old, you need to be able to explain to him without being tech savvy. So that was a little bit of work, but after those interviews, those meetings, he was able to upscale his active listening. He was able to upscale his ability to explain things, and he learned to be not, he did not change, but he was a little bit more patient. So it was like a four or five month job, but at the end it got us very good results, because his average went up, and that's what we needed for him to move up on these scales of issue resolve, customer service satisfaction, et cetera, et cetera.

Hi guys, my name is Carlos, or Charlie, as you wish. I'm from Mexico City. I have been working on the customer service industry for over 10 years now. My last position was as a QA analyst all through work from home. I had one of the best results of my team, and also I have background on customer service and a little bit of tech support.