Experienced project manager specializing in leading IT initiatives with a focus on efficiency and stakeholder satisfaction.
Oversaw project lifecycle, coordinating resources and schedules across multiple IT projects.
Participated in planning, executing, and reviewing software projects, ensuring adherence to timelines and standards.
Maintained clear communication with clients and team members to align project goals and expectations.
Identified potential project risks and implemented mitigation strategies to minimize impact.
ALORICA CONTACT SERVICES
Answer calls to first call resolution., Conference call with another departments addressing customers inquiry., Greet and acknowledge customers problem while being empathic and embracing active listening while using a nice tone of voice., Focusing on the resolution instead of the problem to avoid average handle time., Offer different options to the customer., Group meetings and support group, Assisting customer with managing and changing payment issues or updating information on their accounts such as zip code, address or email., Redirecting calls to the correct department., Checking payment history, payment issues by phone or through their app., Helping, guiding and answering every question the customer has while using the app on their phone.
HISPANIC TELESERVICES DE GUADALAJARA, S.A DE C.V
Serve as the primary point of contact for customers seeking assistance with our products or services., Troubleshoot technical issues and provide step-by-step guidance to resolve customer problems., Document customer interactions and solutions accurately in our CRM system., Assist with onboarding new customers and ensuring a smooth transition to our platform., Contribute to the development of self-service resources, such as knowledge base articles and video tutorials., Provide technical assistance and support to customers experiencing hardware or software issues., Diagnose and troubleshoot technical problems remotely or over the phone., Escalate complex issues to higher-level support teams or engineering resources as needed., Maintain detailed records of customer interactions and resolutions in our ticketing system.
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