Jonathan Morera

Inbounds calls in providing technical support in Spanish, English and Portuguese regarding Blackberry devices such as tablets and cell phones, driving customers through a RMA process for those devices.

Inbound and outbound calls for the coordination of technicians in order to support air conditioning (precision, comfort) and UPS devices, following daily activities of technicians in several countries of south America (Peru, Argentina, Brazil, Chile, Venezuela, etc.) several back office processes for those countries in the Oracle applications. Daily following of the agents performance in the communication with external customer through emails and calls (Inbound and outbound), reinforce the department processes by updating and modifying them, creating and providing customer service trainings for the different shifts, creating follow up processes for the agents with the purpose of constantly improvement in terms of customer service and telephone skills through weekly feedback and coaching.

Inbound and outbound calls in providing customer service regarding collection issues, process and review account adjustments, follow up with the customers for past due payments, process payments, stablishing payment arrangements for past due bills, applying credits and explain bill charges details.