Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TRECE MANUEL

Conyers,GA

Summary

Customer-focused and tech-savvy professional with over 10 years of experience in customer service and technical support. Adept at resolving complex issues, providing seamless technical assistance, and ensuring a positive customer experience across phone, email, and chat channels. Known for professionalism, accuracy, and the ability to work effectively in both in-person and remote environments. Experienced in tax support, call center operations, and software troubleshooting.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative (Remote)

Concentrix
01.2021 - Current
  • Manage high call volumes, delivering consistent support for customer accounts, billing, and technical issues.
  • Maintain KPIs in areas such as customer satisfaction, quality assurance, and average handle time.
  • Offer Tier 1 tech support for various client platforms; escalate and resolve complex concerns.
  • Engage in ongoing training and quality improvement programs to enhance customer interactions.

Customer Service & Tax Support Specialist

Accurate Tax Consultants LLC
01.2021 - 01.2024
  • Assisted clients with tax-related inquiries, software usage, and secure file uploads during peak tax seasons.
  • Maintained confidentiality and compliance while handling sensitive financial data.
  • Increased customer loyalty through timely follow-ups and issue resolution.
  • Helped optimize intake workflows, reducing appointment bottlenecks by 25%.

Technical Support Representative / Team Lead

Links LLC
01.2018 - 01.2021
  • Delivered Tier 1 and Tier 2 tech support for client platforms, including software installation, network issues, and user troubleshooting.
  • Provided leadership and training for junior staff, improving team efficiency and customer satisfaction.
  • Escalated unresolved issues to engineering teams, maintaining detailed case records.
  • Recognized for reducing average resolution time by streamlining internal troubleshooting protocols.

Education

Real Estate Practices

Real Estate School
Covington, GA

Skills

  • Customer Support & Retention
  • Technical Troubleshooting (Software/Hardware)
  • CRM Tools (Salesforce, Zendesk, proprietary platforms)
  • Remote Desktop Assistance
  • Tax Support & Financial Documentation
  • B2B & B2C Communication
  • Conflict Resolution
  • Call Center Metrics & KPI Achievement
  • Onboarding & Peer Coaching
  • Secure Data Handling

Certification

  • Universal Customer Service Certificate (Online), 2023
  • [Optional: Add CompTIA A+ or similar, if applicable]

Timeline

Customer Service Representative (Remote)

Concentrix
01.2021 - Current

Customer Service & Tax Support Specialist

Accurate Tax Consultants LLC
01.2021 - 01.2024

Technical Support Representative / Team Lead

Links LLC
01.2018 - 01.2021

Real Estate Practices

Real Estate School

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