Jose Mejia Email & Phone Number

San Pedro Sula, HN

Deliver high-quality customer support for a SaaS product via multiple channels (chat and email) in a B2B environment.

Completed the TL Academy training program, focusing on leadership, team management, and operational efficiency.Served as an interim team lead, managing team performance, schedules, and escalations.Led a team of up to 15 members, overseeing timecard accuracy, performance management, and coaching.Maintained strong sales performance and exceeded targets.

Provided outstanding technical support for a well-known cable company, handling billing inquiries, escalations, and complaints.Played a key role in sales support, guiding customers through product features and benefits to enhance their experience.Excelled in key performance indicators (KPIs), particularly in customer satisfaction (CSAT), sales, and quality.

Conducted thorough evaluations of customer interactions to ensure adherence to quality standards and company policies.Provided actionable feedback to agents, leading to significant improvements in service quality and customer satisfaction.Created and presented reports with QA results for the operations team.Developed job aids to reinforce feedback provided.

Delivered customer and technical support for a prepaid phone company, consistently meeting and exceeding performance metrics, including first-call resolution and QA scores.