Walter - Salesforce Admin with 4-5 years in BPO industry

Applied Salesforce tools and features to support business processes and improve operational efficiency.

Managed team activities for one year as a supervisor, guiding team members and overseeing tasks.

Demonstrated flexibility and responsiveness in dynamic and diverse BPO environments.

Expressed enthusiasm and clarity in conveying expertise and career goals.

Provided global technical support via email, resolving complex inquiries and ensuring client satisfaction., Investigated and documented escalated tickets, delivering effective solutions., Managed secure card data migrations and SFTP creation requests., Guided clients through technical documentation for troubleshooting and educational support.

I provided assistance for the implementation of ISO 9001:2015 standards., I researched and contributed proposals for the application and compliance with ISO 9001:2015 standards within the company., I provided administrative support to the company's strategic management team.

In charge of the installation and support of POS (Point of Sale) equipment in businesses, increasing satisfaction levels by 60%., Technical assistance with payment captures devices (POS and payment terminals), reducing the number of incidents by 15%., Management of merchant accounts and tracking of dispatched payment capture devices, increasing control by 25%.

Directed order processing for an e-commerce public safety store through Shopify, optimizing order entry in our warehouse system for streamlined operations., Maintained precise records of online tracking information, ensuring accurate order tracking for enhanced customer satisfaction., Proactively communicated with vendors and customers, fostering strong relationships.

Supervised a customer support team of 15 to 20 people, increasing productivity and customer satisfaction by 20%., Exceeded KPIs, achieving a 15% overall performance improvement., Streamlined onboarding with effective training, reducing integration time by 30%.

Managed customer accounts with precision, reducing account-related issues by 25%., Maintained a customer-centric approach, resulting in positive feedback and improved 15% overall customer experience., Applied sales and negotiation skills to successfully upsell products, contributing to a 10% boost in revenue.

Elevated Tier-2 technical support for residential internet services, achieving a 20% reduction in connectivity issues., Optimized tech visit scheduling and equipment activation, improving service efficiency by 15%., Implemented advanced troubleshooting, resulting in a 90% resolution rate for complex issues., Led enhancements in wireless security, IP configuration, DNS, firewall, and port forwarding, contributing to a 25% decrease in recurring network problems.

I was dedicated to providing exceptional service to customers through phone calls., Effectively handle incoming customer inquiries, concerns, and requests through phone calls., Developed excellent customer service by quickly responding to phone calls, which increased customer satisfaction by 15%.