* Independently managed 7+ back-office technical tickets per day, prioritizing tasks and meeting deadlines without direct supervision. * Coordinated with network and service providers to resolve phone system, connectivity, and provisioning issues, ensuring seamless service delivery. * Provided multichannel support (phone, email, live chat) to 50+ customers daily, including VIP and escalated cases, with a focus on professionalism and empathy, including making outbound calls and scheduling appointments and callbacks for several clients. * Created progress updates and reports using CRM and analytics tools to maintain transparency with stakeholders, ensuring organized record-keeping. * Acted as Backup Technical Lead for a team of 15+ agents, supporting workflow organization and accountability. * Assisted with onboarding and training on CRM systems, support processes, and effective client communication, reinforcing interpersonal skills.

* Operated in a high-autonomy, performance-driven environment, managing daily workloads independently while meeting strict SLAs and quality benchmarks for bilingual customer service, with proficiency in Spanish and English. * Served as a primary client-facing liaison, coordinating communication between customers and internal technical service teams to provide accurate information. * Managed 55+ customer interactions daily, supporting billing, account services, and phone system–related issues, ensuring accuracy and attention to detail. * Tracked cases, timelines, and deliverables within CRM and ticketing systems to ensure accountability and on-time resolution, demonstrating strong organizational skills. * Translated technical telephony concepts into clear, client-friendly language to support decision-making and issue resolution, enhancing communication. * Improved customer satisfaction by 30% within 6 months through proactive communication, follow-ups, and organized case management, ensuring customer relations are maintained.