This is my profileContact via CazVidAlejandra
Customer Support & Training Specialist with 5+ years in B2B and B2C services
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Competencies
Provided multichannel support through calls, chat, email, and text, ensuring quality service and issue resolution.
Conducted agent training sessions on product knowledge, workflows, and omnichannel best practices to enhance team capabilities.
Handled multiple tickets and case follow-ups in high-volume environments, supporting property and hosting operations.
Managed complex customer escalations to ensure prompt and effective resolutions, maintaining high service standards.
Trained agents on cross-selling techniques, enhancing revenue opportunities during customer interactions.
Education
Summary
Dedicated professional with over 5 years supporting customer service teams and managing back-office operations. Skilled in omnichannel support, training, and escalation management, committed to enhancing team performance and customer satisfaction.
Key Achievements
- Trained agents across omnichannel platforms, improving team performance and cross-selling skills.
- Managed complex escalation tickets, ensuring timely resolution and customer satisfaction.
- Supported Super Hosts with back-office operations, adhering to policies and resolving multi-ticket cases efficiently.
Experience
Trainer – Omnichannel / Cross-Selling Campaign
Trained agents on cross-selling campaigns and product knowledge., Delivered coaching on handling calls, chats, and emails effectively., Explained processes, workflows, and omnichannel best practices., Supported agents during ramp-up and provided ongoing performance guidance.
Customer Support Representative – Text Messages & Escalations
Managed text message support and escalation tickets., Handled complex customer issues requiring advanced problem-solving skills., Ensured accurate documentation and proper case follow-up., Campaign ended due to project closure.
Back Office Support – Super Host Campaign
Managed multiple tickets simultaneously in a back-office environment., Provided specialized support to Super Hosts., Assisted with processes related to property and hosting management., Applied policies and procedures accurately to resolve cases.