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Michael
Customer Service Specialist with 5+ years in CSR and tech support
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Competencies
Provided frontline and support services, resolving customer inquiries and issues across multiple roles.
Utilized Five9, Workday, Salesforce for managing customer data and support workflows.
Fluent in English and Spanish, effectively communicating with customers and team members.
Achieved top sales metrics by upselling products and solutions to customers.
Handled technical and software support inquiries, ensuring customer issue resolution.
Education
Languages
Summary
Experienced customer service specialist with over five years in support, sales, and team leadership roles, adept at managing customer relationships, resolving complex issues, and exceeding KPIs.
Key Achievements
- Consistently met call handling time, customer satisfaction (CSAT), and resolution rate KPIs
- Promoted to Lead Support role at Amazon, mentoring new hires and managing escalations
- Achieved top sales performance at SYKES through upselling and excellent customer service
Experience
Customer Service Specialist, GLS Account
Delivered customer support for lending services, handling inquiries regarding accounts, payments, and loan management., Managed sensitive customer data while ensuring compliance with industry and company guidelines., Consistently met call handling time, customer satisfaction (CSAT), and resolution...
Customer Service Associate / Lead Support
Provided frontline support for account changes, billing inquiries, and subscription management., Promoted to Lead Position, taking escalations and mentoring new hires., Resolved high-impact customer issues with empathy and efficiency, reducing repeat contacts., Recognized for exceeding performance...
Sales Representative II / Customer Service
Assisted customers with technical support and service inquiries, ensuring satisfaction within strict service guidelines., Achieved top sales performance by upselling products and solutions while maintaining strong customer relationships., Delivered consistent KPI achievement, including sales...