Carolina Castillo Aguilera

Verizon campaign.

My role involved around tech support with TV, internet and phone services.

• Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
• Enhanced user experience by providing timely and effective tech support, and assisted customers in navigating company website and placing online orders, improving overall user experience.
• Support via chat only.
• Trying to sell some more services in interactions with the client to improve their experience.
• Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Streamlined internal processes for improved efficiency and productivity within the agency.

ChargePoint campaign.
My role involved helping customers with EV charging stations. Public stations, home stations, stations with restrictions, charging codes, multifamily stations.

• Handle issues at starting and stopping sessions, reporting not activated stations, troubleshooting for home stations, checking for special utility plan, connection code for the multifamily station in the complex or workplace.
• Looking for normal or fast charging stations near user's location or in the ChargePoint map.
• Manage sessions and account refunds, cancelling accounts, change paid accounts to free accounts.
• Made tickets for every call on SalesForce and run macros for every situation.
• I handle calls with empathy and comfort statements, top level support. Having a new
  way to give support on every interaction.

Frontier Communications campaign.
My role involved helping customers with the tech issues on phone, email and internet services through calls.

• Changing network’s name and password, helping customers with the low speeds and frequent disconnects, resolving issues with no dial tone on phone, cannot receive calls or cannot call out, issues with the voicemail, problems getting access to their Frontier email.
• Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
• Adaptability to the needs of each client.
• Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
• Learnt how to deescalate calls where the customers were not happy about the situation and the resolution, explaining the issue and what the resolution was, for the client to understand more about the service.
• Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.

Customer and tech support for HBO GO and MAX campaign, helping customers to get access on their account, solve issues with plans and month payments, streaming issues on different devices, account settings, etc. Help via email, chat, Twitter, Google Play Store and calls.
It was needed to follow the QA requirements in order to have the best quality for our customers.

• Developed critical thinking skills to analyze unusual situations and find an excellent solution to the problem they present.
• Developed ability to multitask, doing some things at the same time and checking some information the customer needed.
• Floor support, helped my coworkers by having the information they needed or helping them thinking for a solution.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

As supervisor I had management of agent staff, KPI's, payroll entry, feedback sessions, couching, C-SAT, support of day cuts on the management and entry of customer cases, activity administration, game plan, checking for opportunity areas with agents, risk list, review of the QA parameters for management, monitoring, VIP customer service, support to agents in resolving problems with customers, creation of FAQ's for support.