Nelson Franco

Delivered high-quality support for electric service accounts, billing inquiries, outages, and service requests to ensure customer satisfaction and retention. Guided customers through new service connections, disconnections, and transfers by clearly explaining policies and procedures.

Provided end-to-end support for Best Buy customers, including technical troubleshooting, order processing, and issue resolution. Managed a range of inquiries such as appointment scheduling and lost item claims while meeting service-level expectations.

Resolved complex technical issues for the AT&T account, including port-in failures, package misassignments, and billing discrepancies. Collaborated with technical teams to identify root causes and implement solutions that improved the customer experience.

Sold hotel reservations and upsold packages and amenities to maximize revenue. Delivered personalized service, including follow-ups and special accommodations, to enhance guest satisfaction.

Retained customers by offering promotional deals and resolving technical issues such as signal loss and equipment malfunctions. Strengthened customer loyalty through proactive problem-solving and tailored solutions.

Provided technical support and customer education for Fitbit devices, including app usage, synchronization, and hardware troubleshooting. Helped customers get the most from their products, improving overall satisfaction.

Assisted customers with prepaid telecommunication services, including device configuration, software troubleshooting, and account inquiries. Ensured smooth onboarding and effective resolution of technical issues.

Supported Citibank customers with account inquiries, international transfers, and card services. Guided clients through secure website navigation, ATM usage, and general banking procedures to enable smooth, efficient transactions.