Ma Cristina Castro

• Assist customers in troubleshooting issues.
• Explain customer bills and perform account investigations
• Provide appropriate resolutions and process orders.
• Utilize critical thinking to solve complex problems.

Back Office Support (2022 – Present)

• Act as a Super Agent, assisting customers with complex billing issues and escalations.
• Provide connection support across multiple technologies, including copper, fibre, wireless, and mobile networks.
• Handle mass provisioning of services to ensure seamless customer onboarding and service continuity.
• Serve as a Connection Support Specialist, troubleshooting and resolving technical issues efficiently.
• Deliver customer support through phone and email, ensuring timely and accurate communication.

• Efficiently assist customers via chat and email.
• Enhance customer satisfaction and loyalty.
• Improve repeat orders through exceptional support
• Managing orders through Shopify and ClickUp

• Assist customers in troubleshooting issues.
• Explain customer bills and perform account investigations
• Provide appropriate resolutions and process orders.
• Utilize critical thinking to solve complex problems.

• Create customer needs by asking probing questions to identify opportunities.
• Aim to close a sale after every customer interaction.

• Supervised 25 team members, managing daily output and ensuring quality.
• Maintained KPIs and delivered monthly performance reports.