CUSTOMER SUPPORT
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I’ve done anything a everything in customer service and customer support. I usually am between the top 3 or 5 performers. Common KPI’s such as Surveys, Average handle time, and Compliance (QA). Repeating scripts, troubleshooting, verification, investigations. Phone calls with a neutral accent, De escalating angry users. Emails with a correct etiquette and Live chats with short responses.
Leaders and Managers with self sufficientness. B2B with an average of 7 to 10 mins/Call, and Up to 70 tickets.
TECHNICAL SUPPORT FOR INTERNET AND PHONE SERVICES at FRONTIER (2023-01 – 2024-04)
Strong troubleshooting using up to 6 tools during the same interaction, {remote modem tool, company service outage locator, internal company system to verify account and view payments, workflows, technicians dispatching tool etc,} investgiations, calling internal team members from different areas in order to locate and fix the problem, using correct etiquette, scheduling callbacks to customers, scheduling and dispatching technicians to the field making sure they have every important detail in their notes such as error codes, de scalating scalated customers.
HOME OFFICE CUSTOMER SERVICE FOR MEDICAL SUPLEMENTS at IMUNOTEC (2024-07 – 2024-11)
Explaining suplement product details to recurrent buyers and placing orders, follow up with multiple customers through internal notes emails and callbacks via Zendesk and internal tools across europe.
HOME OFFICE CUSTOMER SERVICE FOR MARRIOT HOTELS at MARRIOTT (2024-11 – 2025-04)
B2B reservations with upselling and cross-selling, calling hotels and verify reservations and room availability, book guests to a different hotel when hotel is sold out.
Temporary replacement at PATRIOT COM (2025-06 – 2025-09)
Reading and explaining disputes in course to residents involved in the state of california
Customer Support at REBTEL COM (2025-10 – 2026-06)
campaign died. Basic troubleshooting to voIP international service and customer service, via Zendesk, live chat and emails.
