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Carlos
Customer Service Specialist with 2+ years in North American client support
Video resume
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Competencies
Expert in managing customer interactions, ensuring satisfaction and loyalty through effective communication.
Skilled in resolving complex issues efficiently, reducing escalation rates and improving service quality.
Proficient in managing customer data and interactions using CRM systems to streamline support processes.
Capable of understanding customer needs accurately to provide tailored solutions and build rapport.
Education
Languages
Summary
Dedicated customer service professional with over 2 years supporting clients across the US and Canada. Skilled in billing, escalations, and CRM management, committed to delivering exceptional support.
Key Achievements
- Resolved billing inquiries and sold new products, enhancing customer satisfaction at TDCX.
- Handled escalations and audited billing adjustments, improving accuracy and client trust at Contact Point 360.
- Provided comprehensive support for health insurance customers, managing claims and appointments at Concentrix.
Experience
SENIOR CUSTOMER SERVICE SPECIALIST
Took calls for american home warranty company, assisting customers from almost every state of the US.. Provided assistance with service calls, resolved billings inquiries and sold them new products through the cross sell model.
CUSTOMER SERVICE AGENT/BACK OFFICE AGENT
Assisted customers of a home service company based on Canada, providing billing assistance.. Handled escalations and audited billing adjustments.
CUSTOMER SERVICE ADVISOR
Took calls from health insurance customers based in Florida.. Provided information related to their account, took payments, booked medical appointments, resolved medical claims and managed emotional customers.
Skills
Video Transcript
Video Transcript 1
Hey there, good morning. I'm Carlos, I'm 21 years old. I've worked in the call center industry for around three and a half years. I have developed my skills in different positions, mainly focused on customer service. I was able to work as a back office representative a year and a half.