Milton Marconi
Customer Service Supervisor
San Salvador
Summary
Experienced Customer Service Supervisor bringing 7 years of quality performance in customer support supervisory roles and as an agent as well. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results, using active reading, problem solving and communication skills to deliver top quality service
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Supervisor
Telus International
Santa Tecla, SS
10.2019 - Current
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Completed bi-weekly payroll for up to 20 employees.
- Actively supported service associates by quickly responding to questions and finding appropriate solutions to customer issues.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Self-motivated, with strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Chat Representative
Concentrix
06.2017 - 07.2019
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled an average of 50 inbound customer chat conversations from various websites.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Agent
Teleperformance
07.2016 - 03.2017
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno
Ilopango, El Salvador 01.2014 - 11.2015
Skills
Multitasking Abilities
Time Management
Excellent Communication
Adaptability and Flexibility
Attention to Detail
CRM Software
Task Prioritization
Phone and Email Etiquette
Customer Service Management
Problem-Solving
Multitasking Abilities
Timeline
Customer Service Supervisor
Telus International
10.2019 - Current
Customer Service Chat Representative
Concentrix
06.2017 - 07.2019
Customer Service Agent
Teleperformance
07.2016 - 03.2017
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno
01.2014 - 11.2015