Juan Paolo Hernaez
Team Leader, Email Support, Inbound/Outbound Phone Support
Hello! I have a long list of customer service and sales experience mostly in a call center setting and in the past 6 years, have been working as a Team Leader which my primary role is to help develop customer service skills of a group of agents. Being a Team Leader requires me to call and receive calls from customers, follows up through SMS and email to ensure that they are happy and satisfied with the resolution provided. In order for me to be effective in coaching and developing my team, I am calling customers that gave a low score on customer satisfaction, on this call I ask the reason for the score, and try to help the customer or give them resolution (if not exactly what they want at least comparable to it) to feel better about the service and be a repeat customer, the result of which is what I coach and educate my team with. I am also tasked to take Inbound calls on a weekly basis to stay skilled taking phone calls (lead by example).
In order for me to perform the aforementioned tasks and responsibilities, I use several tools like Microsoft Word for creating my coaching logs and creating Business letters, Microsoft Excel to help me in data gathering and have a better view of my team’s performance, most importantly Microsoft PowerPoint which I use to gather all information for better presentation during Business reviews that happen monthly and quarterly. To ensure real time updates and roll out I use Microsoft Outlook to communicate with Clients and colleagues, while I use Quickconnect and Lync to Chat with my team and roll out updates and campaigns.
I am proactive and very competitive (in a professional manner), I love challenges and learning new things because I am a quick learner and my good interpersonal skills helps me in my learning curve as I interact with people well. I am very excited to hear from you soon and be your all around guy with your customer service concerns.