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Rowan
OJT Global Expert, Tech/Advanced Tech Agent
Contacto
Competencias
Handled billing, support, retention, and upselling in call center and field environments, ensuring positive customer experiences.
Resolved complex technical issues via phone, chat, and remote connections, providing comprehensive training and support.
Led teams to achieve operational goals, ensured smooth workflow, and coordinated client communication.
Designed and conducted training sessions for new agents, enhancing team skills and knowledge in technical and customer service areas.
Addressed billing, insurance, and account issues, supporting regulatory compliance and customer satisfaction.
Educación
Idiomas
Resumen
A dedicated professional with over a decade of experience in customer support, technical troubleshooting, and team leadership. Skilled in resolving complex issues, training new staff, and ensuring excellent client satisfaction across diverse environments.
Logros Clave
- Provided expert guidance to clients resolving complex technical issues across multiple channels, enhancing customer satisfaction.
- Led team in a hospitality environment ensuring optimal performance, customer satisfaction, and seamless communication with clients.
- Managed customer concerns effectively, exceeding targets and promoting additional services to enhance client retention.
Experiencia
OJT Global Expert, Tech/Advanced Tech Agent
Provided expert guidance to clients, resolving complex technical issues via phone, chat, and remote connections., Conducted comprehensive training sessions for new agents, contributing to their professional development.
Customer Loyalty Agent, Retention Agent
Managed customer concerns with empathy, effectively resolving issues to ensure retention., Consistently exceeded targets, promoting upgrades and additional services to enhance customer satisfaction., Played a pivotal role in addressing account and billing issues, contributing to positive customer...
Team Lead
Led a team to ensure optimal performance and customer satisfaction., Managed daily operations, including attendance tracking and issue resolution., Served as the primary liaison with the client, ensuring seamless communication and addressing inquiries.
Customer Service Agent/Sales
Handled billing inquiries, processed orders, and upsold products to enhance customer experience., Assisted customers with app installations, improving their interaction with the product., Resolved order discrepancies and provided exceptional customer support.
Customer Service Representative/Unlicensed Representative
Assisted customers with billing inquiries, app features, and insurance policies., Coordinated with partner companies to ensure smooth customer experiences., Supported documentation submission to regulatory bodies, such as the DMV.