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Edwin
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Competencies
Demonstrated experience with Call Handling.
Demonstrated experience with Communication.
Demonstrated experience with English.
Demonstrated experience with Spanish.
Languages
Summary
Professional profile
Experience
Technical Support Expert
Provided customer service and technical support to customers over the phone, chat & email.. Installed, configured, and maintained hardware on customer’ devices such as Routers, Access points.. Responsible for troubleshooting network connectivity issues and managed customer inquiries ensuring minimal disruption to services.. Acted as a primary contact for procedural inquiries related to point-of- sales systems for US Clients.
Mentor
Led team agents, driving performance and enhancing customer satisfaction metrics.. Analyzed customer service data, identified areas of improvement and implemented strategies to reach organizational goals.. Collaborated with other departments to identify customer needs and develop solutions.. Supervised and Mentor 16 full-time new trainees.
Customer Care Representative
Provided superior customer service over the phone and through company’s tools, phone and chat.. Handled customer complaints and inquiries in a professional and courteous manner.. Addressed concerns and determined services needs of each caller.. Handled escalations and resolved customer disputes to ensure positive outcomes by managing inbound and outbound calls to assist customers with product inquiries.
Spanish teacher
Developed and implementing dynamic lesson plans to engage and motivate students in interactive Spanish language learning activities.. Facilitated weekly conversation clubs and language exchanges, fostering a supportive and collaborative learning environment that boosted students ‘confidence and fluency in Spanish.