Customer Support Specialist, Customer Service RepresentativeCustomer Support Specialist, Customer Service Representative
Cecilia
ID Verified$1,200
per month
($7/hour)
Profile Description
Results-driven Customer Service and Quality Assurance professional with over 4 years of experience in customer support, quality monitoring, and customer engagement. Skilled in handling customer interactions across calls, live chat, and email, resolving issues efficiently, monitoring service quality, and providing actionable feedback to improve performance. Experienced in using CRM and support tools and passionate about delivering excellent customer experiences. Known for strong communication, at...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Sales & Business Development
Virtual Assistance & Admin
Work Experience
Quality Analyst
Teleperformance
Feb 2024 - Jun 2026
Key Achievements:
Successfully supported improvements in agent performance through regular monitoring, feedback, and coaching. Helped identify recurring quality gaps and contributed to process improvement initiatives. Maintained accuracy and consistency in quality evaluations while handling a high volume of interactions. Contributed to improving the overall customer experience and service quality. Built strong collaboration with agents, team leaders, and other stakeholders to support continuous improvement. Monitored and evaluated customer interactions across calls, live chat, and email to ensure quality standards were met. Assessed agent performance based on quality guidelines, compliance, communication, and customer experience. Provided constructive feedback and coaching to help agents improve performance. Participated in calibration sessions to ensure consistent quality evaluations.
Customer Service Representative
Teleperformance
Feb 2022 - Jan 2024
Key Achievements:
Responded to customer inquiries through phone calls, live chat, and email. Resolved customer complaints, issues, and service requests efficiently. Provided accurate information about products, services, and company policies. Documented customer interactions and updated records using CRM and support systems. Escalated complex issues to the appropriate teams when necessary. Maintained high customer satisfaction and professionalism. Handled high volumes of customer interactions while meeting quality and productivity targets. Followed company policies, procedures, and data privacy guidelines. Collaborated with team members and supervisors to improve the customer experience.