Details
Skills
Customer Relationship Management (CRM) Utilization; Time Management; Interpersonal Interactions; Problem Solving; Detail-Oriented; Customer Satisfaction Surveys; Relationship Building; Teamwork; Multitasking; Customer Service; Leadership
About
-Delivered high-quality support to customers by resolving technical issues related to internet, phone, and television services, often managing complex cases requiring follow-up and escalation.
-Maintained ongoing communication with clients to ensure resolution of their concerns, mirroring the case management approach of tracking, updating, and closing open issues.
-Used strong interpersonal skills to de-escalate frustrated customers and find appropriate, personalized solutions while maintaining empathy and professionalism.
-Documented detailed case notes in internal systems, ensuring continuity of service and enabling other team members to seamlessly pick up support efforts.
-Collaborated with cross-functional teams, including field technicians and higher-tier technical departments, to resolve issues in a timely and effective manner.
-Balanced high call volumes with quality service delivery, demonstrating time management and prioritization skills critical for managing a caseload.
-Developed a deep understanding of customer needs and advocated on their behalf to deliver consistent, client-centered support.
-Provided customer and technical support for a range of Google products and services, ensuring a high-quality experience for both consumer and small business users.
-Diagnosed and resolved technical issues across platforms (e.g., Gmail, Google Workspace, Chrome devices), offering tailored solutions in real-time via phone, chat, and email.
-Maintained a customer-focused approach by actively listening, de-escalating challenging interactions, and providing clear, empathetic communication.
-Managed multiple support cases simultaneously, tracking progress and ensuring timely follow-up—skills directly transferable to case management environments.
-Collaborated with product and engineering teams to report bugs, suggest improvements, and advocate for users’ needs and experiences.
-Maintained accurate and detailed case documentation within internal CRM tools to ensure continuity of service and efficient hand-offs.
-Consistently met and exceeded key performance indicators (KPIs), including case resolution time, customer satisfaction, and service quality.
-Began as a Sales Agent responsible for promoting phone plans, features, and device upgrades, quickly becoming a top performer in customer acquisition and retention.
-Promoted to Sales Coach after six months, where I mentored peers on sales techniques, objection handling, and effective customer engagement strategies.
-Advanced to Supervisor, leading a team of sales agents to meet and exceed performance goals. Responsible for coaching, performance reviews, scheduling, and daily motivation.
-Later promoted to Sales Trainer, designing and delivering onboarding sessions for new hires, and conducting ongoing workshops on persuasive selling, customer experience, and compliance.
-Trained staff on how to manage high-pressure conversations with retention customers, often frustrated or budget-conscious, while still achieving sales targets.
-Developed training materials and role-play scenarios to help teams improve call quality, build rapport, and increase conversion rates.
-Recognized for building high-performing teams through positive leadership, clear communication, and a results-driven approach.
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