This is my profileContact via CazVidJorge
Customer Service with 10+ years in tech support and client relations
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Competencies
Applied in diverse roles to resolve customer inquiries, manage logistics, and improve satisfaction scores.
Provided hardware/software troubleshooting, supported complex product issues across multiple platforms.
Coded HTML visualizations for reference documents to improve information sharing and access.
Mentored agents, coached team members, and led initiatives to enhance team KPIs and internal promotions.
Utilized critical thinking and analytical skills to diagnose issues and streamline processes across roles.
Education
Languages
Summary
Dedicated professional with extensive experience in customer service, technical troubleshooting, and team leadership across retail and tech domains. Skilled in resolving complex issues, coding, and mentoring teams to achieve high customer satisfaction.
Key Achievements
- Standardized information access for global teams by coding HTML visualizations at Amazon.
- Reduced customer effort scores at ClearSource by streamlining diagnostic processes.
- Mentored team members and improved performance metrics at Amazon, enhancing team effectiveness.
Experience
Customer Service Representative
Minimize customer call-backs and enhance the overall user experience by prioritizing First Contact Resolution (FCR) protocols., Deliver prompt, accurate product and service information via phone, ensuring high customer satisfaction scores., Guide users through complex product features and...
Customer Service Technical Support
Provided comprehensive technical support regarding mechanical and software behavior of company products., Reduced customer effort scores (CES) by streamlining diagnostic processes, minimizing the need for repeat calls.
Advisor 1 Chat - Blended Support
Managed high-volume chat interactions, addressing inquiries, complaints, and suggestions with speed and accuracy., Shortened average service times while increasing customer satisfaction through efficient technical assistance., Educated customers on product usage to prevent future technical issues.
Customer Service Senior Associate
Technical Implementation: Coded the HTML visualization for all US reference documents in the worldwide Knowledge Center, standardizing information access for global teams., Advanced Troubleshooting: Diagnosed complex issues across Windows, Linux, MacOS, Android, and iOS systems to determine root...
Customer Service for Large Items
Managed critical interactions between customers and 'white glove' delivery carriers, ensuring smooth logistics for large item handling.
Customer Service for Retail
Provided support for everyday purchases and educated consumers on new Amazon features and services.