Carlos Zaurin
About
Detail
Customer Support
Venezuela
Contact Carlos regarding:
work
Full-time jobs
Starting at
USD700/month
Flexible work
Résumé
Jobs
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20% verified
- KPlayer Support Agent verified_user Verified experience public Remote experienceKeywords Studios | RemoteMay 2022 - Jan 2024 (1 year 9 months)-Provide exceptional customer support by offering helpful information, answering questions, and responding to complaints. -Serve as the front line of support for clients and customers, ensuring satisfaction with products, services, and features. -Troubleshoot and resolve technical issues, enhancing user experience. -Document customer interactions and technical issues to improve support processes. -Collaborate with the development team to report and fix recurring issues. -Maintain up-to-date knowledge of products, services, and features. -Assist in training new team members, sharing best practices and troubleshooting tips.
Player Support Agent5CAAug 2020 - Jun 2021 (11 months)Delivered top-tier customer support, providing helpful information and resolving complaints. -Acted as the primary support contact for clients and customers, ensuring satisfaction with products and services. -Diagnosed and troubleshot technical issues to maintain a high level of customer satisfaction. -Documented support interactions to help refine support strategies and processes. -Assisted in creating knowledge base articles for common technical issues. -Escalated complex issues to higher-level support or engineering teams when necessary. -Participated in team meetings to discuss support strategies and customer feedback.- DRegional Process SpecialistDirectv (Galaxy Entertainment de Venezuela)Apr 2018 - Feb 2020 (1 year 11 months)-Designed and documented processes to optimize Customer Care operations. -Conducted process improvement analyses, implementing strategies to enhance efficiency. -Coordinated with different departments to ensure process alignment and effectiveness. -Developed training materials and conducted workshops for staff on new processes. -Analyzed customer feedback to identify areas for process improvement. -Managed project timelines and deliverables for process improvement initiatives. -Provided regular reports to senior management on process performance and improvement outcomes.
- DExecution Team SpecialistDirectv (Galaxy Entertainment de Venezuela)Nov 2014 - Apr 2018 (3 years 6 months)-Developed and executed improvement plans for customer care indicators, processes, and products. -Monitored and followed up on the implementation of improvement initiatives, ensuring measurable results. -Collaborated with cross-functional teams to identify and resolve process bottlenecks. -Conducted data analysis to track performance metrics and identify trends. -Recommended solutions to enhance customer satisfaction and operational efficiency. -Facilitated team meetings to discuss progress and brainstorm new improvement ideas. -Documented all improvement plans and processes for future reference and training.
- DCustomer Support RepresentativeDirectv (Galaxy Entertainment de Venezuela)Mar 2013 - Nov 2014 (1 year 9 months)-Provided frontline customer support, offering helpful information and addressing complaints. -Specialized in troubleshooting technical issues, facilitating effective solutions. -Acted as a Process Facilitator, contributing to process optimization and customer satisfaction. -Handled high-volume customer interactions via phone, email, and chat. -Maintained detailed records of customer interactions and resolutions. -Assisted in training new customer support representatives. -Identified recurring issues and recommended improvements to reduce support calls.
Education
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0% verified
- UBachelor's degree CommunicationUniversidad 'Santa María'Jan 2001 - Dec 2006 (6 years)