Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Joel Carmona Berrios

Comerio

Summary

Versatile Customer Service Specialist with results-driven and focused approach to completing work. Skilled leader, planner and problem-solver with 20 year career in Telecommunications. Known for excellent attention to detail and great work ethic.

Overview

21
21
years of professional experience

Work History

Senior Specialist

Customer Service
San Juan , Puerto Rico
01.2005 - 11.2023
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Consulted with customers to resolve service and billing issues.
  • Identified opportunities for process improvement within the customer service department.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Responded promptly to emails sent by customers seeking assistance.
  • Consulted with customers regarding needs and addressed concerns.
  • Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided technical support when necessary to resolve complex problems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Contacted supervisor immediately when issues required escalation to avoid lost revenue.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
  • Planned and completed group projects, working smoothly with others.
  • Made outbound calls to obtain account information.

Customer Service Representative

call center
Caguas, Puerto Rico
04.2003 - 12.2005
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Consulted with customers to resolve service and billing issues.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Education

GED -

National American University
Rapid City, South Dakota
01-2003

Some College (No Degree) - Computer And Information Sciences

South Western Comm College
Creston Iowa
01-2001

High School Diploma -

Juana Colon
Comerio
01-1999

Skills

  • Customer Relations
  • Management Collaboration

Languages

Spanish
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Senior Specialist

Customer Service
01.2005 - 11.2023

Customer Service Representative

call center
04.2003 - 12.2005

GED -

National American University

Some College (No Degree) - Computer And Information Sciences

South Western Comm College

High School Diploma -

Juana Colon

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Joel Carmona Berrios