Carlos - Customer Support Supervisor with Leadership & Resolution Expertise

Boston, Massachusetts, United StatesRemoteen

Supervised and coached teams at Continuum Global Solutions, enhancing quality and development.

Handled escalations, resolved customer issues directly, ensuring customer satisfaction.

Published on CazVidOpen to remote

Summary

Dedicated professional with a proven track record in supervising customer service teams and resolving client issues. Skilled in coaching, escalation management, and maintaining high customer satisfaction rates. Adept at remote team leadership and providing effective solutions in dynamic...

Key Achievements

Managed frontline customer service at Data Vimenca, maintaining high satisfaction through issue resolution.

Skills

LeadershipAdvanced

Led and trained teams to improve service quality and performance.

Customer ResolutionAdvanced

Resolved customer issues promptly, escalating when necessary to ensure satisfaction.

Customer SatisfactionAdvanced

Focused on maintaining high satisfaction levels through effective issue handling.

Issue ResolutionAdvanced

Troubleshot and solved customer problems efficiently, escalating complex cases.

Experience

Supervisor/ team Lead

Continuum Global solutions

7/3/2017 - 11/5/2019

Direct supervisor: Jamsix Cabrera, Training and leadership, Remote monitoring, and Coaching to ensure quality and development of team. I worked closely with escalation to provide customer resolution if a team member was not able to resolve the call; in this case I would take over and escalate if...

Customer service specialist

Data Vimenca

2016 - 2017

Customer service and resolution was key to maintain customer satisfaction. I was in the front line to resolve each issue and answer all questions within my means and if necessary, escalate either through cases or immediate supervisor.