Carlos

I handled high volume inbound customer interactions across phone, email, and chat, diagnosed problems quickly, and delivered clear, empathetic solutions while adapting my tone to each customer’s needs. I managed customer accounts end-to-end verified details, updated records, processed orders, refunds, and adjustments, and coordinated follow-ups to ensure full resolution logging and tracking every interaction in the company's CRM to maintain accurate histories, identify trends, and enable seamless handoffs. I troubleshot product and service issues using step-by-step diagnostics, resolved routine problems independently, and prepared thorough documentation when escalating complex cases to specialist teams; I also served as the primary point of contact for assigned accounts to preserve continuity and strong relationships. I monitored AHT, CSAT, FCR, and quality scores and used those metrics to prioritize improvements in my daily work, followed established scripts and SOPs while adjusting my approach as needed, and consistently processed sensitive information securely in compliance with company policies and data-protection procedures.

I supervised and trained customer service teams, oversaw day-to-day operations, and mentored new hires and existing agents through structured onboarding, hands on shadowing, role-plays, and regular coaching sessions. I designed and delivered training curriculum, knowledge-base content, and job aids using examples from live calls and CRM data to close skill gaps and standardize best practices. I monitored quality through call calibrations and QA reviews, provided actionable feedback during one-on-ones, and ran performance reviews and improvement plans to improve individual and team outcomes. I built and implemented a customer focused call flow based on customer feedback and frontline reports, which led to outstanding improvements in customer satisfaction and overall service quality. I managed staffing, schedules, and escalations to ensure coverage and timely resolution of complex issues, collaborated with cross functional teams to address systemic problems, and used KPIs (AHT, CSAT, FCR, quality scores) to prioritize coaching and process changes. Above all, I coached by example, modeled empathetic customer interactions, efficient case handling, and secure processing of sensitive information so the team consistently met service standards.

I supervised daily operations, guided a team of customer service representatives, and ensured service levels and quality standards were consistently met. I monitored performance metrics such as AHT, CSAT, FCR, and quality scores, analyzed trends, and provided targeted coaching to help team members improve efficiency and customer satisfaction. I conducted one-on-one sessions, delivered feedback, and implemented performance improvement plans when necessary, while also recognizing and rewarding achievements to maintain motivation and engagement. I acted as the primary escalation point for complex or sensitive customer issues, ensuring prompt and effective resolution while maintaining a positive customer experience. I collaborated with cross functional teams to address systemic challenges, streamline workflows, and relay frontline feedback to management for process improvements.