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Customer Support Specialist with 3+ years of client service and team management
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Competencies
Provided customer service and support across multiple campaigns, ensuring client satisfaction.
Monitored and supported teams of up to 24 agents, focusing on performance and quality improvement.
Created strategic plans to address performance issues and enhance team metrics.
Utilized MS Office tools for reporting, documentation, and planning tasks.
Education
Languages
Summary
Experienced in client support, team supervision, and process improvements with a focus on customer satisfaction and performance metrics.
Key Achievements
- Managed and supported a group of 20 to 24 agents in customer service campaigns at SITEL Nicaragua.
- Developed and implemented action plans to improve bottom performance of team members at INSPIRO.
- Gained expertise in critical thinking, problem solving, and creating smart strategies for performance enhancement.
Experience
Learning Specialist
Development for New Hired Classes., As SME, when taking care of teams, I learned how to manage bottom performance agents and create smart action plans to improve their metrics., Learned critical thinking directed at problem solving for the customers and during phone time on the Sup line.
Customer Service
Provide customer service and support agents on all tasks and procedures for an electric provider company in Texas.
Customer Service Executive
Bilingual Agent in customer support for several campaigns SITEL, such as Cricket, Capital One and Moneygram., Monitor and support a group of 20 to 24 agents.