Jose Augusto Perez Espinoza

Guide customers through the entire claim process, explaining each next step and providing recommendations, and assist them in starting a claim from scratch.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.

I held the same position, working with two distinct products: baby food and a clothing brand. In both roles, I mastered the product to provide excellent customer service, resolve real-time inquiries, and offer timely assistance for any service anomalies.

• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.

Had a team of four QA analysts who evaluated a total of 150 agents; we reinforced all the findings in order to achieve the client requirements

• Mentored junior team members, fostering growth and enhancing team performance.
• Managed multiple projects simultaneously, ensuring timely delivery of daily QA results.
• Increased team productivity by continuously reviewing existing workflows and recommending enhancements.