Eddie Cifuentes

Eddie Cifuentes

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Customer Experience Specialist
Guatemala

Timeline

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Résumé

Jobs verified_user 0% verified
  • LastPass
    Customer Support Specialist
    LastPass
    Mar 2023 - Current (3 years 8 months)
    - Received recognition for exceeding all KPIs during the first month of production. These KPIs include customer satisfaction, resolution rate, average handle time, and average hold time.
    - Managed inbound calls and emails, offering comprehensive support to users, business owners, and administrators on a range of topics including billing, procedural guidance, and troubleshooting complex issues.
    - Conducted thorough client assessments, identifying potential business opportunities, and presenting tailored solutions, while also demonstrating expertise in product up-selling.
    - Acknowledged for surpassing all Key Performance Indicators (KPIs) within the inaugural month of production, attaining exceptional results in customer satisf
  • G
    Technical Support Specialist
    Google Workspace
    Jun 2018 - Oct 2021 (3 years 5 months)
    - Ranked among the Customer Effort Score KPI's top 5 performers during its implementation stage. This site-wide ranking consisted of 200+ agents.
    - Delivered Level 1 support for billing and Google Workspace products, including Gmail, Drive, Sheets, and Meet, during the initial 5 months of tenure.
    - Managed and meticulously documented over 800 weekly customer interactions across phone, email, and chat channels, maintaining a comprehensive and accurate record in Salesforce.
    - Directed the training of five cohorts of new hires on product-specific modules, enhancing their comprehension and proficiency.
    - Maintained a consistent top-ranking position within the Gmail & RTC pod, comprising over 25 agents, in quarterly performan
Education verified_user 0% verified