Andres Aguirre
Mission,TX
Summary
Dynamic customer service professional with extensive experience in the wireless carrier industry and a deep expertise in multitasking for chat and email support. Proven track record at Charter Communications, showcasing technical proficiency and a steadfast commitment to delivering exceptional customer service. Consistently surpassed all performance metrics, highlighting exceptional problem-solving skills and effective communication abilities. Actively mentored new hires, demonstrating strong leadership and a commitment to fostering team development.
Overview
9
9
years of professional experience
Work History
Rep 3, Cust Svc Billing
Charter Communications, Spectrum
12.2020 - Current
- Educated customers on billing inquiries, payment processing, and product information, enhancing their understanding and satisfaction.
- Achieved exceptional results in resolving customer complaints while maintaining an average First Call Resolution rate of 88.86% and a 75.6% transfer prevention rate over nine months.
- Delivered outstanding customer service that fostered welcoming and positive experiences, reflected in an average sentiment score of 83.07% over a nine-month period.
- Mentored and supported development of six new hire classes, contributing to a stronger, more knowledgeable team.
Email and Chat Support Representative (E-Care)
Ticketmaster
07.2017 - 10.2020
- Provided prompt and effective email and chat support to customers in the tickets and entertainment sector, swiftly addressing inquiries and resolving issues to ensure a seamless experience.
- Demonstrated exceptional multitasking abilities by managing up to three simultaneous customer interactions, delivering timely and accurate responses to ticketing and event inquiries.
- Achieved typing speed of 75 words per minute, facilitating efficient communication and enhancing customer service in a fast-paced environment.
- Leveraged knowledge of various software including Zendesk, Salesforce, Jira, and TM1 to assist customers with ticket payments, exchanges, and transfers, quickly adapting to new tools and processes to streamline support.
Retail Customer Service Representative
Boost Mobile
01.2016 - 04.2017
- Facilitated activation of newly purchased devices, ensuring seamless integration and optimal functionality by troubleshooting connectivity issues and configuring device settings, while providing comprehensive technical support throughout the process.
- Executed number porting for customers, expertly managing the technical requirements and utilizing carrier systems to troubleshoot issues, ensuring a smooth and efficient transition to our wireless network.
- Educated customers on device features and capabilities, leveraging in-depth technical knowledge of operating systems and applications to enhance user experience and satisfaction with their new cell phones.
- Utilized various software tools to manage customer transactions and inquiries, including inventory and CRM systems, while assisting walk-in customers and handling phone calls, ensuring a streamlined and positive in-store experience.
Education
Certified Business Accounting Specialist -
Southern Careers Institute Inc
Pharr06.2013
High School Diploma -
Valley View High School
Pharr, TX05.2011
Skills
Customer Service Excellence
Technical Proficiency
Multitasking Ability
Effective Communication
Typing Speed
Problem-Solving Skills
Attention to Detail
Tech Savvy
Languages
Spanish
English
Interests
PC building and exploring emerging technologies and software innovations
Timeline
Rep 3, Cust Svc Billing
Charter Communications, Spectrum
12.2020 - Current
Email and Chat Support Representative (E-Care)
Ticketmaster
07.2017 - 10.2020
Retail Customer Service Representative
Boost Mobile
01.2016 - 04.2017
Certified Business Accounting Specialist -
Southern Careers Institute Inc
High School Diploma -
Valley View High School
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