Andres Paredes- Silva

This role has allowed me to use my technical skills by allowing me to troubleshoot and resolve internet, phone, video, billing, and other complex customer service issues. The following are my accolades:

• Leveled to Rep3 in my first year.
• Part of the #1 team for Internet/Voice for 5 months straight.
• Part of the IFT partner program.
• career advancement CPO for volunteering to conduct team topics
• chosen by my supervisor to coach 1-on-1s with several team members and members of different teams.
• awarded spark points for helping my peers in the I/V team chat and responding to questions correctly during trainings.
• several Kudos calls

• Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
• Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
• Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
• Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
• Handled up to 50-75 calls a day

• Improved delivery efficiency by mapping optimal routes and prioritizing tasks based on urgency.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Ensured the safety of packages by properly handling fragile items during transportation and storage.