Sergio Jimenez Email and Phone Number

• Provide real-time support to an average of 3+ customers simultaneously via Sprinklr messaging platform, addressing inquiries related to online orders, delivery tracking, and product issues.• Assist customers with placing new orders, resolving issues with both in-store and online transactions, and handling customer concerns, including difficult or demanding situations, while maintaining professionalism and empathy.• Support customers with account management tasks such as updating personal information (address, phone number, payment methods) and resolving minor credit card inquiries.• Achieve a scorecard rating consistently above 97% weekly by meeting performance metrics related to response time, resolution efficiency, and customer satisfaction.• Engage in proactive outbound calls to address customer needs, provide updates, or resolve outstanding issues, ensuring a seamless customer experience.• Network virtually within the company to enhance product knowledge, contribute to team goals, and stay updated on Home Depot policies and offerings.• Assist supervisors in team meetings, collaborate with colleagues to resolve complex issues, and take on new challenges to drive professional growth.• Ensure confidentiality and security while handling sensitive customer data in compliance with company privacy policies.• Received 4 Homer Awards for customer satisfaction as well as taking on projects to better the team.

• Investigated and evaluated fraud by contacting cardholders.• Handled inbound and outbound calls from cardholders, financial institutions, and internal departments.• Entered and maintained accurate case detail reports for all alerts received and reports type of fraud on each occurrence.• Fully comprehend and be able to interpret case management system to assist and answer client and member questions and resolve cases.• Maintained working knowledge for all applicable Fidelity (FIS)/Co-op applications and products, both current and new.• Reviewed for trends across single and multiple financial institutions.• Provided escalation and updates to supervisor regarding cases.• Handle any special projects as assigned by management.

• Answered inbound calls and settled account. Dealt with corporate emails regarding customer payments, inquiries, complaints, and concerns. Made outbound calls to setting up appointmentsfor events.• Greeted customers, managed customer accounts.• Handled reservations, resolved customer issues, booked appointments for clients.• Worked in the inbound call center, created call center scripts, assisted customers via live chat.• Collected and documented orders, aided clients, answered phone and assisted clients and customers with changes.• Created customer appointments, scheduled reservations for customers, maintained up-to-date knowledge of customer accounts.• Explained products and benefits, confirmed payments, refunds, etc.• Resolved payment and order disputes, provided excellent technical support, operated live chat, and wrote call center scripts.

• Set up testing site and prepare test for the day.• Assist team with any needs regarding testing protocols or inventory questions/• Do daily inventory reports as well as end of day reports.• Manage a team ranging from 10-20 employees.

• Met company standards when posting online.• Communicated with customers via social media.• Regularly updated our promotions and items for sale.• Built clientele with future and current customers.• Promoted products and sales daily..