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Josué
Customer Support Team Lead with 5+ years in Telecom and Tech
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Competencies
Directed and coached customer support teams to meet and exceed performance metrics.
Provided escalated customer assistance and managed support reporting to ensure quality outcomes.
Facilitated inter-departmental coordination and conducted training sessions for new representatives.
Handled escalations via phone and email, resolving issues to meet customer expectations.
Developed new plans and strategies to improve team efficiency and exceed performance metrics.
Education
Languages
Summary
Experienced in managing customer support teams, improving service quality, and streamlining operations within telecom and tech environments.
Key Achievements
- Led a team of up to 10 customer representatives at AT&T Mexico Toreo Site, fostering skill development and efficiency.
- Established a new quality and assurance department to improve service standards.
- Handled escalations and delivered support reports, ensuring customer satisfaction across roles.
Experience
Team Lead
Team lead of up to 10 customer representatives, learning and coaching side by side to develop skills., Communication with other Team leads and managers to improve strategies., Day to day and weekly meetings for updates., Developed new plans to exceed metrics and improve efficiency., Created a new...
Customer Representative
Handled escalations with customer over phone and email., Exceeded customer expectations., Delivered comprehensive monthly support reports directly to supervisor and Team leads., Shared knowledge with new representatives., Training sessions side by side with leads.