Joan Llamedo

Focused on written communication through chats, emails, and social media in a dynamic, fast-paced environment with clear goals and KPIs. Responsibilities included answering customer inquiries, resolving issues, identifying recurring problems, and ensuring customer satisfaction.

Supported newly endorsed agents during their nesting period by answering questions and guiding them on the next steps to assist customers. Helped agents navigate resources and tools, and conducted skill-building and coaching sessions to enhance their abilities and boost their confidence.

Handled inbound chats addressing technical issues, billing concerns, account charges, payment extensions, and promotion disputes. Focused on customer retention and sales while effectively calming upset customers and rebuilding brand trust.

Handled inbound calls, helping customers with internet and phone issues such as troubleshooting speed problems, configuring routers remotely, and setting up new internet services. Assisted with static IP setups, antivirus installations, and providing solutions.

Gained hands-on experience in software troubleshooting, database management, web/graphic designing, basic programming and routing configuration which helped me build my technical, critical thinking and problem-solving skills.

Gained practical skills in assembling, diagnosing, and repairing computer hardware components. The course covered essential topics such as troubleshooting memory and storage devices, installing and upgrading hardware, and ensuring the proper functioning of computer systems. I also learned to identify and fix hardware-related issues, manage peripheral devices, and perform routine maintenance.