Mario Palacios

Tech Support

Handled Inbound calls for technical support with different Audio devices from old devices to new devices, handled pre-sale inquiries providing technical and personal recommendations

Tech Support

Handled inbound calls for video devices, guiding customer through troubleshooting, mostly elder customer improving active listening and handling confused/frustrated customers that aren't tech savvy

Customer Relations/Escalation department - Sony

Handled escalation Calls and Emails (Inbound and Outbound)

Handled many types of escalations like:

• Refusing to perform troubleshooting
• Refusing resolutions
• Refusing to speak with frontline agent
• Manager request
• Refusing to speak with frontline agent due to lack of knowledge or lack of understanding
• Warranty complaints
• General complaints

In this position I developed more sense of empathy by de escalating customers and provide detailed explanation and using all resources to help unsatisfied customers

Tech support (CHAT/EMAIL/VOICE)

Provided technical support to members through chat, this position has helped me developed typing and accurately express feeling by typing, mostly helping customers with membership or technical support-

In this position I have also been in Voice team providing members with a more personalized service with membership and warranty inquiries/complaints

• Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
• Assisted in training new Waiter''s Assistants, sharing knowledge of best practices and restaurant procedures.
• Improved customer satisfaction looking into another way of customer service

Sales Experience - HomeAdvisor

Handled follow up outbound calls to sell professionals for home improve projects, offered assistance with future or side-projects.

Sales Experience - Variety of products

Handled inbound calls for a variety of queues with different products to try trials, managed to change a no for a yes.

Sales Experience - Stauer Jewelry

Handled inbound calls for Jewelry sell, selling annual memberships to members looking for a specific product.