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Customer Support Specialist with 4+ years in Remote Service and Troubleshooting
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Competencies
Proficient in resolving inquiries, managing complaints, and ensuring high customer satisfaction.
Skilled in diagnosing and resolving connectivity and application issues efficiently.
Experienced in applying upselling techniques to increase revenue and enhance client experience.
Fluent in English and Spanish, ensuring effective communication with diverse clients.
Proficient in using CRM platforms and customer support tools to optimize service delivery.
Education
Languages
Summary
Dedicated support professional with over 4 years of experience in remote environments. Skilled in troubleshooting, upselling, and managing customer inquiries to enhance satisfaction and operational efficiency.
Key Achievements
- Achieved a 95% customer satisfaction rate through efficient booking management and detailed confirmations.
- Reduced ticket resolution time by investigating and reporting application issues at Foundever (Cash App).
- Maintained a 90% first-contact resolution rate by troubleshooting internet connectivity issues at Hughesnet.
- Streamlined reservation and communication processes for improved efficiency at Mejorel (Booking.com).
- Utilized upselling techniques to increase bookings and revenue at When and Where Agents.
Experience
Remote
Assist clients with travel reservations, utilizing upselling techniques to increase bookings and revenue., Efficiently manage booking modifications and send detailed confirmations, maintaining a 95% customer satisfaction rating.
Remote
Provided real-time support to clients via chat, resolving an average of 50+ inquiries daily., Investigated and reported application issues and failed transactions, reducing ticket resolution time., Documented and escalated fraudulent transactions, enhancing platform security protocols.
Remote
Assisted clients with reservation changes and provided follow-up support to partner hotels., Streamlined confirmation processes, improving communication efficiency.
Remote
Troubleshoot internet connectivity issues to achieve a 90% first-contact resolution rate., Processed payments and refunds, maintaining precise financial records in Excel., Executed retention strategies, offering discounts that reduced customer churn by.