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Isaac
Customer Support & QA Specialist with 4+ years in Telecom & Insurance
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Competencies
Provided bilingual customer support, managed CRM interactions, and handled billing and technical issues.
Resolved service issues, troubleshooting equipment, and supporting customer technical needs.
Designed manual test cases, performed testing, and documented defects using Jira.
Utilized Zoho CRM and Google Sheets to track leads, interactions, and improve workflows.
Supported diverse customers by providing bilingual support in English and Spanish.
Education
Languages
Summary
Experienced in customer service, technical support, and quality assurance across telecom and insurance sectors with strong bilingual skills.
Key Achievements
- Maintained detailed records and created lead logs to support decision-making at Madrinas Insurance
- Resolved technical issues and upsold premium packages, meeting KPIs at Verizon FiOS
- Designed and executed web application test cases and documented defects at Tripleten Bootcamp
Experience
Maintained detailed records of agent interactions and lead status using Zoho CRM and Google Sheets, Created and updated lead tracking logs to support team decision-making and follow-up strategies, Delivered clear client debriefs and follow-ups, ensuring consistent communication and issue resolution, Collaborated remotely with team members to refine outreach workflows and improve conversion rates
Resolved internet, TV, and phone service issues with clear step-by-step support, Managed high-volume inbound/outbound calls while meeting performance goals, Logged customer interactions and tracked resolutions in CRM systems, Assisted with billing, service upgrades, and equipment troubleshooting, Upsold premium packages and add-ons to boost revenue, Met KPIs including first-call resolution and customer satisfaction scores, Provided bilingual support (English/Spanish) for diverse customers
Designed and executed manual test cases for web applications, Debugged API requests and documented defects using Jira, Performed regression and functional testing on sample applications, Collaborated in simulated Agile sprints with peers