Jose - Customer Service Specialist with 5+ years of experience in client support

Demonstrated proficiency in supporting customers via calls, emails, and chats, ensuring high satisfaction levels.

Led and supervised a team of 20 agents, focusing on coaching, motivation, and performance improvement.

Resolved complex customer issues professionally to maintain service quality.

Evaluated and improved team response time, first-call resolution, and NPS scores.

Help in the logistics and installation of public and private events

Select and classify material for primary and secondary classes for public schools

Documentary verification (verification of eligibility of insurance policies)

Provided support across the three main interaction channels: calls, emails, and chats, maintaining high levels of customer satisfaction., Managed complex issues and resolved customer complaints with a focus on satisfaction and retention., Supervised a team of 20 agents, providing continuous coaching and training to improve their performance and customer service skills., Implemented strategies to motivate the team and increase productivity, achieving a 95% increase in customer satisfaction (CSAT)., Evaluated team performance through key metrics such as response time, first-call resolution rate, and NPS, implementing improvements that reduced wait time by 10%., Provided regular, constructive feedback to agents, leading to improvements in individual and team performance., Resolved complex customer issues professionally, maintaining service quality and overall satisfaction.