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Customer Support & Technical Support Specialist with 4+ years in BPO industry
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Competencies
Delivered high-quality support, resolving customer inquiries efficiently and maintaining positive relationships.
Diagnosed and resolved software, connectivity, and device issues, ensuring optimal customer experiences.
Excelled in verbal and written communication in both English and Spanish, facilitating clear customer interactions.
Effectively managed customer conflicts and escalations, turning challenges into positive outcomes.
Maintained detailed and accurate case records, supporting team efficiency and knowledge sharing.
Education
Languages
Summary
Experienced in delivering exceptional customer and technical support within fast-paced BPO environments. Skilled in problem-solving, communication, and documentation, with a proven track record of enhancing customer satisfaction and operational efficiency.
Key Achievements
- Provided exceptional customer service in inbound and outbound calls, ensuring high customer satisfaction.
- Diagnosed and resolved complex technical issues, reducing escalations and increasing first-call resolution rates.
- Maintained detailed documentation of technical cases, improving team knowledge base and case resolution times.
- Handled billing, account inquiries, and soft collections with professionalism, supporting revenue retention.
- Supported multilingual customer interactions in English and Spanish, enhancing communication effectiveness.
Experience
Customer Support / Soft Collections Agent (Inbound & Outbound)
Handled inbound and outbound customer interactions related to billing, payments, and account inquiries.. Delivered soft collections support while maintaining a customer-first and professional approach.. Resolved issues efficiently while meeting performance, compliance, and quality metrics.. Accurately documented all interactions using CRM and internal systems.
Technical Support Agent (Inbound)
Provided technical support for customer devices and services via inbound channels.. Diagnosed and resolved software, connectivity, and system-related issues.. Guided customers through clear, step-by-step troubleshooting solutions.. Escalated complex cases following established technical support procedures.
Technical Support Agent (Back Office)
Managed back-office technical cases with a strong focus on accuracy and efficiency.. Investigated and resolved escalated technical issues without direct customer interaction.. Maintained detailed documentation while adhering to SLA requirements.. Collaborated with internal teams to ensure timely and effective resolutions.
Customer Support Representative
Assisted customers with inquiries, service requests, and issue resolution.. Maintained high service quality standards in a fast-paced support environment.. Ensured professional, clear, and courteous communication across all interactions.