Rowell Zapanta

Delivered comprehensive multi-channel technical support via phone, email, chat, and video, resolving complex device issues and guiding customers through setup and software usage.

Managed customer relationships by building positive rapport, professionally handling complaints, and proactively following up to ensure complete satisfaction.

Facilitated customer feedback collection by actively soliciting reviews and surveys for platforms like Amazon, BBB, Trustpilot, and Google, contributing to brand reputation.

Explained product features, warranty coverage, and service policies with clarity, empowering customers with full understanding and maximizing product value.

Oversaw daily cycle monitoring and communications for client's Exchange service, ensuring operational continuity and proactive issue identification.

Led incident management, from initial investigation and severity evaluation to escalation and resolution, maintaining high service level agreements.

Provided white-label client services, managing communications, escalating issues to Market Makers, and monitoring VIP client emails to ensure premium support.

Developed and maintained Grafana dashboards, creating new configurations, updating existing ones, and validating queries and alerts for enhanced operational visibility.

Streamlined reporting processes through manual generation of monthly reports and diligent monitoring of automated daily, weekly, and monthly reports, ensuring data accuracy.

Resolved complex customer complaints via phone, email, and chat on Salesforce, ensuring efficient and effective resolution for network and device troubleshooting.

Managed client website content, including creating and updating pages, checking conditions and rules, and tracing errors to ensure perfect functionality.

Advised clients on optimal webpage design and content strategies, enhancing their online presence and user experience.

Utilized Salesforce and Bomgar platforms to streamline support processes, improving response times and customer satisfaction.

Resolved complex customer complaints via phone, specializing in network and device troubleshooting, as well as bill and account inquiries.

Mentored and coached new trainees, providing call listening and feedback to enhance their performance and accelerate skill development.

Contributed to team efficiency by sharing expertise and best practices, reducing average handling time and improving first-call resolution rates.

Supported leadership by taking on apprentice responsibilities, ensuring consistent service quality and adherence to operational standards.

Handled escalated customer device concerns via phone calls, resolving critical issues and maintaining high customer satisfaction scores.

Mentored trainees and conducted call listening and coaching sessions, significantly improving new hire performance and adherence to quality standards.

Delivered daily reports, providing critical insights into team performance and operational metrics to support management decision-making.

Performed call calibrations and detailed call analysis, identifying areas for improvement and implementing strategies to enhance service quality across the team.

Resolved a high volume of customer complaints via phone, ensuring prompt and effective issue resolution for diverse client accounts.

Assisted customers with network and device troubleshooting, diagnosing problems and guiding users through solutions to restore service functionality.

Managed customer inquiries regarding bill and account details, accurately processing requests and clarifying complex information.

Functioned as a Collection Specialist, successfully recovering outstanding payments while maintaining positive customer relations and adhering to compliance standards.