David Alejandro Carbajal Siegfried
El Paso,United States
Summary
Dedicated customer service and technical support professional with seven years of experience exceeding yearly expectations and building strong relationships with diverse customers. Expertise in digital technology, sales, and support.
Overview
7
7
years of professional experience
Work History
CS-Digital Technology Champion II
Verizon Wireless
El Paso, United States
03.2023 - Current
- Provided excellent customer service and addressed various customer concerns, each with different levels of complexity, in an efficient and timely manner.
- Saved satisfaction of frustrated customers by effectively utilizing active listening and interpersonal skills to identify churn signals during complex conversations.
- Effectively managed challenging situations with dissatisfied customers by implementing de-escalation methods and fostering proactive engagement.
- Achieved a significant reduction in interdepartmental transfers by independently resolving all issues and prioritizing personalized interactions with customers.
- Provided effective solutions to complex technical problems faced by customers, resulting in the resolution of challenging network and device manufacturer issues.
- Prevented future contacts by providing superior service through identifying the most suitable plans and services, establishing strong customer loyalty to Verizon.
- Achieved expertise in the utilization of tech tools like MARS, TRG, MVD, and NATIVEM-TASK by completing Tech U Network Provisioning and Tech U Certifications.
- Contributed to team success by fulfilling the role of Team Champ/Ambassador across multiple teams. Delivered valuable feedback, conducted training sessions, and provided regular updates using insights from monthly reports on essential metrics like Value Per Contact, Customer Survey results, and 3-Day Resolution.
- Received accolades from various supervisors for consistently surpassing expectations in Value Per Contact, AAL, and overall monthly metrics.
- Managed schedule, vacation, and meetings using Verint software. Adhered to meeting efficiencies daily. Demonstrate attention to detail and ability to multitask.
Sr. Rep-Tech Customer Service
Verizon Wireless
El Paso, United States
02.2020 - 03.2023
Rep – Customer Service Advocate
Verizon Wireless
El Paso, United States
02.2018 - 02.2020
Skills
- Analytical and Problem-Solving Ability
- Critical Thinking
- Bilingual (English/Spanish)
- Upselling Ability
- Customer Retention
- MS Office and G-suite Proficiency
- Time Management Skills
- Adapt & Open to Change
- Flexibility
- Detail Oriented
- Billing Procedures
- Technical Procedures
- Organizational Skills
- Customer Service
- Product & Service Expertise
- Expertise in all Social Media Platforms
- Leadership Skills
- Financial Service Proficiency
Timeline
CS-Digital Technology Champion II
Verizon Wireless
03.2023 - Current
Sr. Rep-Tech Customer Service
Verizon Wireless
02.2020 - 03.2023
Rep – Customer Service Advocate
Verizon Wireless
02.2018 - 02.2020
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