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Customer Service and Team Leadership Specialist with 5+ years in Telecommunications and Support
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Competencies
Provided account information and issue resolution to customers across multiple roles.
Supervised and coordinated customer service teams, coaching staff and managing escalations.
Guided customers through troubleshooting steps to resolve technical issues.
Analyzed reports and metrics to identify areas for operational improvement.
Education
Summary
Dedicated customer service specialist with leadership experience, skilled in team supervision, process analysis, and technical troubleshooting within telecommunications and support sectors.
Key Achievements
- Supervised and coordinated a team at NSO, ensuring adherence to processes and providing coaching on new procedures
- Intervened in escalated calls at NSO to resolve complex customer issues
- Analyzed reports and metrics at NSO to identify process improvement opportunities
Experience
Team Lead
Monitor advocates to make sure they are following all process correctly., Supervise and coordinate the team., Give coaching and training about new procedures., Intervene on escalated calls when the agent cannot resolve a situation or when the customer requests it., Analysis of reports and metrics to identify areas of opportunity., Provide the customer with the information required from the account., Help the customer to identify any fraudulent activity in the account.
Customer service
Provide the customer with the information required from the account., Resolve any issues with the customer’s account.
Customer Service and Technical Support
Provide the customer with the information required from the account., Guide the customer to troubleshoot.