Yorgenis

Demonstrated experience with Multichannel support.

Demonstrated experience with Customer Success.

Demonstrated experience with Technical Support.

Demonstrated experience with Escalation & Complaint Resolution.

Demonstrated experience with De-escalation & Conflict Resolution.

Lead and supervise a multiskill team of 14 agents handling tickets, email, and chat, ensuring daily SLA compliance across ~140 tickets per day.. Oversee queue performance, first-response and resolution times, and escalation handling.. Develop and implement QA processes including reviews, calibrations, and structured feedback sessions (weekly, biweekly, and monthly).. Conduct onboarding, one-to-one coaching, and performance evaluations, strengthening agent engagement and KPI achievement (QA, CSAT, DSAT, AHT, TPH, FTR).. Track and analyze KPIs daily, applying corrective actions and improvement plans in real time.. Collaborate with cross-functional teams and the corporate client to manage escalations and maintain operational consistency.. Design and adjust workforce schedules aligned with forecasted traffic and client expectations.. Build and maintain clear, standardized workflows and documentation to enhance efficiency and accuracy.. Provide hands-on support in queues when required, modeling high-quality communication and service standards.

Develop and implement operational procedures and policies to ensure efficient workflows and corporate client satisfaction.. Supervise and evaluate staff performance, monitor KPIs, and provide feedback.. Share reports with the payroll department regarding attendance, work-related updates, absences, and data verification with Workforce.. Contribute to workforce planning by managing shift schedules aligned with projected traffic.. Participate in weekly meetings with cross-functional teams and corporate clients to review operational results, turnover, performance, productivity, action plans, training, and improvement processes.. Support the selection process for new employees, ensuring alignment with corporate needs and policies.

Successfully led a team of 60 employees in a dispatch campaign, managing coordination, follow-ups, and closures of technical visits.. Maintained stable operational KPIs, including Service Level (NS) above 90%, and optimal TMO, TME, ASA, and Quality metrics.. Built and maintained positive relationships with support areas, corporate clients, and management teams.. Designed a training program based on daily operational workflows for new personnel requirements.

Provide technical support for Apple devices, including iPhone, iPad, AirPods, and Apple Watch, addressing a variety of hardware and software issues.. Assist customers with billing concerns related to Apple services such as Apple Music, iCloud, and other subscriptions purchased through Apple.. Deliver personalized solutions to troubleshoot media services and ensure seamless functionality across the Apple ecosystem.

Manage homeowner cases end-to-end for Oncourse Home Solutions, a U.S. home warranty provider, coordinating repair appointments and scheduling technicians nationwide.. Review coverage details and explain home protection plan benefits to customers, recommending additional coverage upgrades when they add genuine value (consultative selling).. Track service requests and technician assignments in real time across CRM and scheduling platforms, proactively updating customers and contractors to prevent delays.. Manage escalations and service disruptions with a calm, solution-oriented approach, maintaining high documentation accuracy in a fully remote, detail-driven environment.

Supported and coached a 14-person multiskill team handling tickets, live chat, and email for SHEIN US, monitoring queue flow, response times, and escalations to protect service levels.. Built and ran QA routines (reviews, calibrations, feedback loops) that directly improved agent performance on CSAT, DSAT, and handle time.. Boosted QA score from 86.71% to 93.75% in two months, surpassing the 92% target, cutting AHT from 8.04 to 7.03 minutes, and lifting FTR to 99.78% within the same period.. Created onboarding guides and coaching materials that shortened new-agent ramp-up time and improved consistency across the team.

Provided technical support for Apple hardware (iPhone, iPad, AirPods, Apple Watch), troubleshooting a wider range of hardware and software issues for English-speaking customers.. Resolved billing inquiries related to Apple Music, iCloud, and other subscription services, ensuring accurate account handling.. Delivered personalized, step-by-step solutions that kept resolution times low while maintaining a high customer satisfaction standard.

Resolved inbound customer service requests and complaints, consistently meeting resolution-time and satisfaction targets.. Cross-sold products and services aligned to customer needs, contributing to team upsell goals.. Logged all interactions accurately in a multiskill CRM platform and ensured timely follow-up on open cases.