Carlos Abraham Email & Phone Number

New York, Ny, Us

New York City Metropolitan Area

● Met with potential renters and guiding them on tours of available units● Prepared leasing documents for potential renters using property standards and regulations● Built a rapport with current tenants to give them personalized service● Keeping an eye on community facilities such as mailrooms, fitness centers and laundry rooms●

Greater New York City Area

● Primary function was to increase the volume and profit levels of the restaurant in accordance with good business practices● Controlled operational cost and forecasted future expenses and sales driving events.● Created and maintained detail reports on weekly, monthly revenues and expenses.● Maintained accurate filing and record keeping systems for all financial statements and business documents.● Involved with day-to-day management, promotion and distribution of fine dining content Duties encompassed strategic social media marketing and planning, organizing activities and redirecting campaigns for profitable results. ● Created advertising and marketing materials to increase brand recognition.● Implemented systems that will maintain future restaurant operations.

Greater New York City Area

● Customer Service Supervisor with 8 years’ experience in enhancing customer experience through mentoring and coaching. ● Developed initiatives to decrease escalation volume by 10% while increasing customer satisfaction scores by 20%.● Managed and developed the most tenured team within the customer/technical support department.● Identified and communicated training needs to improve team skills.● Administered new hire workshops to develop employee soft skills.● Cross-managed the corporate executive desk to handle company wide Public Service Complaints.● Integrated procedures and processes to eliminate redundant problem-solving efforts within the database.● Assisted with the development of quality control processes; set standards to enhance external customer interactions.● Performed real-time call support and provided coaching for fellow employees.● Effective face to face, online and telephone interaction with customers across many industries.

Greater New York City Area

● Identify and resolve operational problems using defined processes, expertise and judgment.● Established the ability to manage, lead and train others.● Experience in coaching, teaching and providing feedback to management.● Proficient in using Microsoft Word, Excel, PowerPoint, Outlook, Access, Remedy Ticket and Verint QA systems.● Expertly explained billing and assisted in customer technical problems and apprehensions.● Experience in addressing customer concerns on an escalated level.● Advanced knowledge of Optimum services and policies.● Respond courteously to inquiries and maintain customer accounts.● Knowledgeable in call center techniques, needs and requirements.● Tracked improper escalations via Remedy and resolved service issues with our customers.

Greater New York City Area

● Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet● Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services● Gather customer’s information and determine the issue by evaluating and analyzing the symptomsDiagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more● Research required information using available resources● Follow standard processes and procedures● Identify and escalate priority issues per Client specifications● Redirect problems to appropriate resource● Accurately process and record call transactions using a computer and designated tracking software● Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business● Organize ideas and communicate oral messages appropriate to listeners and situations● Follow up and make scheduled call backs to customers where necessary● Stay current with system information, changes and updates