Emmanuel R. I am offline now
AVAILABLE TO WORK
Dominican RepublicBilingual (English–Spanish) customer support professional.
I can work as a
- Customer Support
$2080 /Month I accept:- PayPal
- PayPal
About me
Bilingual (English-Spanish) customer support professional with 6+ years of experience in SaaS, customer service, quality assurance, and team leadership. Skilled in troubleshooting technical issues, onboarding... More
Skills
Customer Service & Admin Support
Experience
Alorica Inc.
Quality Analyst / Auditor
Monitored and evaluated customer service calls to ensure quality and compliance with company standards. Reviewed recorded interactions for communication, accuracy, professionalism, and procedural adherence. Provided detailed feedback and coaching to improve agent performance in tone, problem-solving, and customer satisfaction. Identified patterns and process gaps, recommending actionable improvements. Supported continuous improvement initiatives to maintain high performance and enhance the customer experience.
Alorica Inc.
Team Manager / Supervisor
Led a team of customer service representatives, overseeing call and chat quality. Grew overall team customer satisfaction from 80% to 92% in an eight-week timeframe, securing the top team award for Q4 2024. Conducted interaction reviews and provided feedback to enhance service standards. Supported agents in issue resolution. Monitored performance metrics and managed escalated cases. Guided the team to achieve targets and maintain high service quality.
Alorica Inc.
Customer Service Specialist
Provided professional and efficient assistance to customers via phone, email, and chat. Delivered clear information on products, services, and company policies. Processed orders, returns, and refunds while maintaining accurate records. Escalated complex issues and ensured timely resolution. Monitored recurring customer concerns and shared feedback for process improvement. Maintained positive customer experiences and strengthened relationships to uphold company reputation.
SimplePractice
Product Specialist II
Resolved customer inquiries and complex platform issues through email support while maintaining high customer satisfaction scores. Met quality standards in my handled requests over 95%. Achieved and sustained customer satisfaction scores exceeding 90% by implementing prompt and efficient email support strategies. Identified trends and bugs, escalating issues and collaborating with technical teams to improve functionality. Successfully guided new users through the platform with live screen-sharing sessions to support onboarding. Maintain in-depth knowledge of product features to deliver accurate and effective solutions.
Certifications & Courses
Bachelor's Degree in Advertising
Languages
English
Overall skills: Advanced
Written Level: Advanced
Spoken Level: Advanced
Spanish
Overall skills: Advanced
Written Level: Advanced
Spoken Level: Advanced
My Hobbies
My current hobbies are billiard pool, and chess.
Hourly Rate (USD):
$13
Experience:
6 years 7 Months
English Level:
Advanced
Availability:
160+ hrs/month
Education:
Graduated
Currently Employed:
Yes
Monthly Salary:
Negotiable
Looking for:
Long-term job
Can Work Immediately:
Yes
Emmanuel R.
General Information
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