Open to opportunities

McGee Mangino

@mcgeemangino

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Customer escalation specialist skilled in resolving complex issues.

Philippines

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What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities.

As a dedicated Customer Escalation Specialist with extensive experience in the solar industry, I excel in managing escalated customer complaints and delivering effective solutions. My role at Complete Solar Dynamic has honed my skills in coordinating with technical teams and maintaining clear communication with customers throughout the escalation process. I pride myself on my ability to analyze trends in customer complaints, which allows me to recommend improvements to products and processes, ultimately enhancing customer satisfaction.

Throughout my career, I have received multiple accolades, including the SunPower Bright Spot Award in 2018 and recognition as a Top Agent at Comcast. My commitment to excellence is reflected in my ability to diffuse escalated situations and ensure timely resolutions. I have a proven track record of preparing detailed reports on escalated issues and tracking metrics related to customer satisfaction, which has contributed to my success in fostering effective communication between departments and enhancing overall customer support.

Experience

Work history, roles, and key accomplishments

Customer Escalation Specialist

SunPower Philippines

Oct 2022 - Oct 2023 (1 year)

As a Customer Escalation Specialist, I handled escalated customer complaints related to solar installations, ensuring effective communication and timely resolutions. I collaborated with technical teams and provided updates to customers, while also analyzing trends in complaints to recommend process improvements.

Customer Service Problem Solving Communication Technical Support Process Improvement Team Collaboration Documentation Customer Satisfaction Escalation Management

Escalation Specialist New Homes

SunPower Philippines

Mar 2019 - Jan 2022 (2 years 10 months)

In this role, I managed escalations for New Homes, responding to critical issues and ensuring maximum customer satisfaction. I prepared reports and worked closely with team leaders to enhance customer care productivity.

Escalation Management Customer Satisfaction Reporting Team Leadership Communication Problem Solving Technical Knowledge Customer Care Time Management

Customer Service New Homes

SunPower Philippines

Mar 2017 - Mar 2019 (2 years)

I provided end-to-end resolution for customer inquiries related to solar products in the New Homes division, maintaining high customer service standards and educating clients about their purchases.

Customer Service Product Knowledge Communication Troubleshooting Customer Education Technical Support Quality Assurance Relationship Management

Customer Service Representative

SunPower Philippines

Feb 2016 - Mar 2019 (3 years 1 month)

As a Customer Service Representative, I addressed customer inquiries regarding billing and technical issues, ensuring efficient service delivery and maintaining quality standards.

Customer Service Billing Support Technical Support Communication Problem Solving Quality Assurance Customer Relationship Management Email Support Phone Support

Level 2 Technical Support Representative

West Contact Services Philippines

Aug 2012 - Feb 2016 (3 years 6 months)

In this position, I provided technical support for customer inquiries, ensuring prompt resolutions and maintaining a positive company image through effective communication and troubleshooting.

Technical Support Customer Service Troubleshooting Communication Problem Solving Customer Satisfaction

Technical Support Representative

Teletech Philippines

Mar 2011 - Jul 2012 (1 year 4 months)

As a Technical Support Representative for U-verse, I addressed customer issues related to services and products, ensuring timely resolutions and maintaining high service standards.

Technical Support Customer Service Problem Solving Communication Technical Knowledge Quality Assurance