Wilfredo Reyes

Experience

• 

  Claro Puerto Rico,

  Mar 2012 - Dec 2012

  Technical Consultant

  Responsible of answering phone calls from customers achieving First Call Resolution. Provide first level support in all our products. Responsible for providing superior customer support & service to our customers by answering a full range of customer requests, inquiries, and complaints.

• 

  DIRECTV Puerto Rico

  Dec 2012 - Jan 2016

  • Create reports to verify the system Integrity of all departments of the company. • Redirect problems to appropriate resource;• Follow up on redirected problems or inconsistency. • Research required information using available resources;• Follow standard processes and procedures;• 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;.• Stay current with system information, changes and updates. Show less

  • Internal Control Analyst

    Dec 2014 - Jan 2016

  • Customer Service Representative

    Dec 2012 - Dec 2014
• 

  Liberty of Puerto Rico

  Jan 2016 - Mar 2023

  Use of IEX / ASPECT/ AVAYA CMS / VERINT to manage workforce and posible outages. Responsible of answering phone calls from business customers achieving First Call Resolution. Provide first level support in all our products. Responsible for providing superior customer support & service to our small, medium and large business customers by answering a full range of customer requests, inquiries, and complaints. This position is responsible for handling face to face customer’s interactions as needed.

  • Contact Center Data Analyst

    May 2018 - Mar 2023

  • QA Call Observation Representative

    May 2017 - May 2018

  • Business Customer Service Rep

    Jan 2016 - May 2017
• 

  El Corcho

  Mar 2023 - now

  Dining Room Server