JOSE CARLOS JACQUEZ ROSILLO

Jobs 0% verified

Customer Service Specialist

FreshBooks

Oct 2024 - Current (2 years 1 month)

• Handle 20+ daily interactions across chat, email, and phone in a SaaS environment
• Maintain 9.8/10 CSAT and 98% QA score, consistently exceeding performance benchmarks
• Resolve billing, account, and technical issues using proprietary and Zendesk ticketing systems, Salesforce, Zuora, and Aria
• Identify upsell opportunities through consultative conversations, contributing to revenue growth
• Recommend plans and features aligned with customer needs to improve product adoption
• Retain customers by handling cancellation requests and reducing churn through solution-based support
• Mentor new hires through shadowing and reverse shadowing sessions
• Conduct live QA evaluations using structured rubrics to imp
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Customer Support Representative

TaskUs (Square Enix & Balsam Hill)

Oct 2020 - Jul 2024 (3 years 10 months)

• Handled 30+ daily tickets for Square Enix, resolving login, MFA, and account recovery issues while maintaining high customer satisfaction
• Met SLA requirements consistently, ensuring timely resolution and minimal backlog
• Troubleshot account access issues with a strong focus on first-contact resolution
• Supported e-commerce customers for Balsam Hill, managing 15+ daily interactions including order processing and product inquiries
• Drove upselling and cross-selling through consultative recommendations, contributing to sales performance
• Assisted customers through purchase decisions, improving conversion and customer experience
• Collaborated with internal teams to resolve complex customer issues efficient

Education 0% verified

JOSE CARLOS JACQUEZ ROSILLO

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JOSE CARLOS JACQUEZ ROSILLO

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Behavioral traits