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Nelson
Customer Service Agent with 5 years of experience in technical and billing support
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Competencies
Effectively communicated with customers through various channels to resolve issues and provide solutions.
Addressed escalations and provided actionable feedback in coaching sessions to improve team performance.
Resolved technical and billing issues, providing accurate information and support.
Conducted onboarding and coaching sessions, increasing team performance scores.
Handled documentation management and CRM systems to track interactions and ensure quality.
Education
Languages
Summary
Experienced customer service agent with 5 years working across multiple industries, specializing in technical support and customer satisfaction.
Key Achievements
- Managed high call volumes and handled claims efficiently at Teleperformance.
- Delivered customized solutions via multiple communication channels at Amazon.
- Provided technical and billing support while maintaining a 95% customer satisfaction rating.
Experience
Call Center Representative
Processed high call volumes of inbound calls, handling claims and escalating complex cases., Consistently exceeded or met KPI performance measures like average handling time and first-call resolution.
Customer Service Agent
Delivered customized solutions and recommendations through various modes of communication (email, SMS, app).
Third Party Verification Agent
Confirmed terms and conditions, which were legal and quality compliant., Managed concurrent tasks with proper documentation maintained.
Technical & Billing Support / Training Coach
Provide accurate information on sign-ups, billing, and technical issues via phone and chat., Resolve escalations proactively, maintaining a customer satisfaction rating of 95 %., Conduct onboarding and coaching sessions for new agents, increasing performance scores by 25 % within the first 10...