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Juan
Customer Support Specialist with 8+ years in BPO and logistics
Video resume
Contacto
Competencias
Provided multi-channel support to U.S.-based clients, handling inquiries, complaints, and technical issues across email, chat, and phone.
Coordinated logistics operations including scheduling, compliance verification, and communication with stakeholders across North America.
Monitored and maintained KPIs in customer support and logistics roles, ensuring high standards of service and operational efficiency.
Supported customers with device troubleshooting, account access, and transaction issues, including fraud and refund cases.
Managed key client accounts for logistics and customer support, ensuring service quality and operational success.
Educacion
Idiomas
Resumen
Experienced professional with over 8 years in customer support, logistics, and operations. Skilled in client relationship management, KPI performance, and technical troubleshooting, committed to delivering excellent service in fast-paced environments.
Logros Clave
- Led a team of 10 logistics coordinators, managing FTL shipments across North America, ensuring compliance and operational efficiency.
- Consistently met KPIs in customer support roles at CashApp and T-Mobile, including AHT, FCR, CSAT, and quality scores.
- Handled complex customer inquiries and disputes, including fraud and refunds, while supporting account and technical issues.
Experiencia
Logistics Coordinator – Team Lead
Started as a Logistics Coordinator and was promoted to Team Lead of a team of 10 logistics coordinators., Coordinated and monitored full truckload (FTL) shipments across the U.S., Canada, and Northern Mexico., Scheduled pickup and delivery appointments with shippers, receivers, and warehouses.,...
Customer Support Representative
Provided customer support to U.S.-based clients through email (tickets), live chat, and phone calls, gaining experience across all three support channels., Consistently met and maintained key performance indicators (KPIs), including average handle time (AHT), first contact resolution (FCR), and...
Customer Care Expert
Delivered high-volume inbound phone support to U.S.-based customers, consistently meeting strict performance metrics (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores., Provided end-to-end customer support without...