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Angel Sifontes

@angelsifontes

Customer Support Specialist at Teleperformance resolving technical and billing issues while maintaining 91.1% average daily CSAT.

Greece

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What I'm looking for

I’m seeking a U.S.-based Customer Support or Customer Assistance team where I can bring my multichannel support expertise.

At Teleperformance, I resolve technical and billing issues for a global client account through phone, chat, and email. I handle 50+ customer contacts per day while maintaining a 91.1% average daily CSAT and a 95% quality score.

I document cases in Zendesk and manage calls via Amazon Connect, resolving 80% of cases without escalation. I also coordinate escalations with cross-functional teams.

At Apure (Logistics & Distribution), I assisted customers with order status, delivery schedules, returns, and product availability. I coordinated with warehouse and logistics teams to resolve shipment issues and investigate order discrepancies.

As a Freelance Digital Content Specialist, I develop content strategy and manage social media campaigns for independent clients from concept through execution. I’m seeking to bring my multichannel support expertise to a U.S.-based Customer Support or Customer Assistance team.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Associate

Current

Teleperformance

Jan 2024 - Present (2 years 9 months)

Manage a high-volume, multichannel support queue (phone, chat, email), resolving technical and billing issues for a global client account. Handle 50+ customer contacts per day while maintaining a 91.1% average daily CSAT, a 95% quality score, and resolving 80% of cases without escalation.

Zendesk Amazon Connect Multichannel Support Case Management Systems Escalation Handling Zoom Teams

Current

Freelance Digital Content Specialist

Current

Self-Employed

Jan 2012 - Present (14 years 9 months)

Develops content strategy and manages social media campaigns for independent clients from concept through execution.

Content Strategy Social Media Management Campaign Management

Event Photographer

Kalamata Festival

Jan 2021 - Dec 2024 (3 years 11 months)

Provided official photographic coverage of the Kalamata Festival.

Photography Event Coverage

Customer Service & Logistics Coordinator

Apure

Jan 2023 - Dec 2023 (11 months)

Assisted customers with order status, delivery schedules, returns, and product availability via email, phone, and internal ticketing. Coordinated with warehouse and logistics teams to resolve delayed, missing, or damaged shipments, and investigated order discrepancies through to resolution.

Customer Service Logistics Coordination Order Management Ticketing Systems Email Support Phone Support