Delivers comprehensive customer support across multiple service lines, including internet, video, and voice.
● Assumes supervisor duties during absences, handling escalated cases and team management.
● Coaches agents to improve Key Performance Indicators (KPIs) like First Contact Resolution and Customer Satisfaction scores.
● Conducts quality monitoring for up to 100 agents, providing constructive feedback and recognizing top performers.
● Trained teams on new products, services, and policy updates; traveled to Colombia for specialized training sessions.
● Processes customer payments accurately and efficiently by phone.
● Monitors call quality for the campaign, focusing on customer satisfaction and adherence to standards.
● Analyzes performance metrics, providing agents with feedback and quality control.
● Collaborates with teams to improve call control and customer experience.
● Conducts quality audits, identifying training needs and areas for performance improvement.
● Delivers customer service and technical support for mobile, internet, cable, and telephony services.
● Assists new executives in handling calls and technical troubleshooting.
● Provides support for domestic and international customers, maintaining a high standard of service.
● Manages floor support for team members, guiding them through complex customer scenarios.
● Collaborates with team leaders to improve operational efficiency and customer satisfaction.