Edwin Palacios
Customer support Specialist
San Salvador,SS
Summary
Experienced customer support representative with 9+ years of diverse expertise in email support, home phone, and internet technical support. Skilled in guiding customers with limited technical knowledge, ensuring satisfaction, and resolving complex issues. Committed to delivering exceptional customer service and creating a comfortable experience. Proficient in email and chat support, with a proven ability to work independently and remotely.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer support specialist
Go2 Impact
09.2020 - Current
- Achieved a resolution rate of 95% for billing inquiries.
- Handled customer queries via email and chat, maintaining a support coverage of up to 85%.
- Guaranteed a high precision of 95% in generating tickets.
- Managed up to 100 service requests daily.
- Enhanced customer satisfaction levels to 95%.
- Successfully addressed and resolved customer billing queries, reaching a 90% resolution rate.
Technical support tier 2
Concentrix
02.2017 - 08.2020
- Resolved escalated technical issues from tier 1 with an efficiency rate of 85%.
- Resolved technical difficulties related to internet and software with a 90% efficiency.
- Consistently generated tickets at a 98% success rate.
- Addressed email and chat queries with an 80% success rate.
- Supervised agents, ensuring consistent support.
Customer service and technical support tier 1
Convergys
12.2015 - 02.2017
- Efficiently handled billing questions maintaining a 95% accuracy.
- Delivered support for internet, email, software and home phone with high efficiency
- Ensured 100% generation of tickets.
- Handled email and chat inquiries with an 80% response rate.
Education
Bachelor - English Language
UTEC
Skills
Customer service
Technical support
Email support
Ticketing system
Inbound and outbound calls
Email chat
Remote working experience
Creative problem-solving
Relationship building
Data driven decision making
Office software
Industry specific software
hardware
Areas Of Expertise
Customer service, Technical support, Email support, Ticketing system, Inbound and outbound calls, Email chat, Remote working experience, Creative problem-solving, Relationship building, Data driven decision making, Office software, Industry specific software, Hardware
Timeline
Customer support specialist
Go2 Impact
09.2020 - Current
Technical support tier 2
Concentrix
02.2017 - 08.2020
Customer service and technical support tier 1
Convergys
12.2015 - 02.2017
Bachelor - English Language
UTEC