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Josué
Customer Service Representative with 3 years of BPO experience
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Competencies
Provided customer support across various industries, focusing on effective communication and problem-solving.
Utilized soft skills to attend and assist customers efficiently and professionally.
Handled multiple campaigns simultaneously in fast-paced BPO environments.
Successfully adapted to different campaign requirements including telecom, banking, and social media sectors.
Education
Summary
Experienced customer service representative with 3 years in BPO settings, adept at handling diverse client needs through soft skills, communication, and adaptability.
Key Achievements
- Gathered experience across diverse campaigns including telecommunications, banking, and social media.
- Developed strong soft skills and customer handling capacity.
- Applied knowledge effectively to attend and assist customers in a professional manner.
Experience
Customer Service Agent
Provided end-to-end customer support via phone in a high-volume banking environment., Assisted customers with loans, cancellations, price adjustments, account inquiries, and general troubleshooting., Consistently met service standards, achieving strong KPIs such as Average Handle Time (AHT), Average Conversion Rate (ACR), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores., Demonstrated accuracy in documentation and policy adherence while increasing sales., Delivered empathetic, customer-focused service while balancing efficiency, compliance, and productivity targets.
Multi-channel Sales and Customer Service Agent
Provided end-to-end customer support via phone, chats, and email for airline clients., Assisted airlines with flight cases, sales, add-ons, price adjustments, cancellations, account inquiries, and general troubleshooting in English, Spanish, and Portuguese., Demonstrated accuracy in documentation and policy adherence while increasing sales., Delivered empathetic, customer-focused service while balancing efficiency, compliance, and productivity targets.
Customer Service Agent
Delivered customer support for AllState Insurance clients., Handled payments, claims, account assistance, liability, and application troubleshooting while maintaining brand voice and tone guidelines., Consistently met productivity targets, with strong performance in CSAT, QA, response time, and resolution rate metrics., Ensured accurate case documentation and policy compliance across all interactions., Provided timely, empathetic support while balancing efficiency and service quality standards.
Multi-channel Customer Service Agent
Worked in the department supporting customers worldwide through omnichannel platforms (phone, chat, email) for Facebook., Assisted announcers with frequently asked questions, appeals, payments, and advertisements., Met or exceeded SLA and billing accuracy standards, sustaining high performance across KPIs such as AHT, FCR, CSAT, and QA., Maintained precise documentation and compliance with financial and data privacy requirements, while fostering positive customer relationships through accurate and efficient billing assistance.