Marco Aragon

• Resolved customer service issues by applying company processes and policies, ensuring timely updates to customers.
• Greeted customers and listened closely to problems described to determine solutions.
• Responded to customer calls and emails to answer questions about products and services.
• Addressed complex billing inquiries using de-escalation techniques to effectively resolve customer concerns.
• Handled phone calls regarding mobile phone technical support inquiries by utilizing available diagnostic tools and maintaining current product knowledge.
• Developed long-lasting client relationships by providing exceptional customer service.
• Diagnosed and repaired mobile devices, ensuring optimal functionality and customer satisfaction.
• Moved up from rep 1 to rep 2 and rep 3 by exceeding outlined metrics as an individual.

Spectrum - Charter Communications, McAllen, Texas / Oct 2017 - Oct 2019

• Delivered floor support and mentored new team members while addressing internet and phone technical and billing inquiries.

• Achieved and surpassed performance metrics individually and collaboratively within the team.

• Enhanced expertise through self-motivation, reviewing internal resources, and adapting to training changes.

• Assisted customers with inquiries and resolved issues effectively.
• Supplied customers with accurate information about products and services. to support customer decision-making.
• Adjusted quickly to new systems and processes to maintain efficiency. to new systems and processes, improving response times.
• Maintained compliance with company policies during all customer interactions. with company policies during all customer interactions.