Josué - Customer Support Team Lead with 5+ years in Telecom and Tech

Tepotzotlán, México, Mexicoen

Led a team of up to 10 customer representatives at AT&T Mexico Toreo Site, fostering skill development and efficiency.

Established a new quality and assurance department to improve service standards.

Published on CazVidVideo interview available

Summary

Experienced in managing customer support teams, improving service quality, and streamlining operations within telecom and tech environments.

Video Resume

Key Achievements

Handled escalations and delivered support reports, ensuring customer satisfaction across roles.

Skills

Team LeadershipAdvanced

Directed and coached customer support teams to meet and exceed performance metrics.

Customer SupportAdvanced

Provided escalated customer assistance and managed support reporting to ensure quality outcomes.

CommunicationAdvanced

Facilitated inter-departmental coordination and conducted training sessions for new representatives.

Conflict ResolutionIntermediate

Handled escalations via phone and email, resolving issues to meet customer expectations.

Operational PlanningIntermediate

Experience

Team Lead

AT&amp;T Mexico Toreo Site

2017 - 2020

Team lead of up to 10 customer representatives, learning and coaching side by side to develop skills., Communication with other Team leads and managers to improve strategies., Day to day and weekly meetings for updates., Developed new plans to exceed metrics and improve efficiency., Created a new...

Customer Representative

Hootsuite

2020 - 2025

Handled escalations with customer over phone and email., Exceeded customer expectations., Delivered comprehensive monthly support reports directly to supervisor and Team leads., Shared knowledge with new representatives., Training sessions side by side with leads.