Technical Support Specialist / Customer Service Representative

I worked in a long-term role that evolved from outbound sales into technical support, retention, and back office operations.

My responsibilities included high-volume customer service, technical case handling, billing validation, commercial retention, and multichannel support through phone, WhatsApp Business, chat, and digital channels.

I also served as a technical reference for the team, supported internal training, and contributed to quality standards and best practices at a national level.

I handled daily support for a high volume of customer interactions while maintaining quality metrics such as TMO, NPS, and SLA.

I managed technical tickets, complaints, and Level 1 and Level 2 support using Salesforce, Siebel, Yoisen, Open, and Genesys.

I also supported commercial retention, case escalation, and coordination with technical and back-office teams.

I worked in outbound sales, contacting cold customer databases to offer telecommunications products and services.

My work focused on objection handling, negotiation, and closing sales while meeting monthly commercial targets.

I provided technical support to corporate customers of Claro through email and phone channels.

My tasks included resolving technical inquiries, guiding users in business applications, managing billing and equipment purchases, activating roaming, and tracking cases in SAP.

I delivered personalized support to key accounts with a strong focus on first-contact resolution.

I completed studies in systems analysis and strengthened my technical profile with complementary training in testing, Full Stack Python and JavaScript, and No Code / Low Code.