Nestor Guancia

Managed customer communications, including emails, complaints, and suggestions. Troubleshot application issues using MongoDB.

Initiated lead outreach and maintained follow-up communication to drive product sales. Proactively sourced leads and managed administrative responsibilities.

Provided mentoring and effective coaching to develop positive team relationships through support and open communication. Managed email, case escalation, and CRM, while also facilitating upskilling and team huddles.

Excelled in technical support, emphasizing customer retention, and adeptly handled escalations, leading a team of representatives.

Served as the primary point of contact for assisting agents and handling supervisory-level calls. Provided expert guidance and support to resolve complex customer issues.