Looking for a long-term position with a company that values me as a member of their team with the opportunity to grow.
TBLooking for a job
tomas berrios
@tomasberrios
Dedicated professional with demonstrated strengths in customer support and system optimization.
United StatesWhat I'm looking for
I have worn many hats in my career. I have trained and managed an offshore call center team of tier 1 and 2 call center agents and a team of 3 US-based tier 3 agents. Furthermore, I successfully created, directed, and delivered training to a brand-new call center team of supervisors and agents. Working on the mobile operations team, I have worked directly with vendor partners on numerous system optimization projects to enhance our internal billing systems, website, and mobile application. I am a loyal team player who loves building and fostering strong relationships with clients, coworkers, and vendors.
Experience
AIManaged tier 3 technical support team and call center team in Costa Rica. Worked with corporate leadership team, agents, and vendors to improve system and software functionality. Worked closely with all teams to improve processes and handle high level escalations. Worked large corporate events, representing the company in a face to face capacity with customers and vendors.
KYOversaw launch of new call center in Costa Rica. Created, Directed, and Delivered all training for call center supervisors and agents. Manged the call center team while working closely with our corporate leadership, technical support teams, and vendors to improve processes, address system issues, and handle high-level escalations. Developed strong relationships with all parties.
SMHandled top-tier and complex cases involving wide-ranging networking, desktop, and mobile technical knowledge. Upheld company's reputation for service excellence by maintaining strict professionalism standards and
minimizing errors in support processes. Served customers with fast responses to telephone calls, emails, and web chat support requests.
Tech stack
Learn about the tools and technologies that tomas likes to use.
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
70k-110k USD
Social media
Skills
Customer ServiceJiraCommunication SkillsProblem SolvingOperationsTechnical SupportRelationship BuildingSlackVendor RelationsSalesforceTeam ManagementCall Center OperationsProcess ImprovementVendor ManagementTrainingProject ManagementAccount ManagementTeamworkCustomer OnboardingSystems AnalysisProcess Optimization
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