Carlos Lugo

Experience

• 

  Judith's Mercery

  Jan 2019 - Mar 2019

  Asociado de tienda
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  Teleperformance

  Feb 2021 - May 2022

  Bilingual Agent
• 

  SPAR Ireland

  Feb 2022 - Aug 2022

  Retail Supervisor
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  Concentrix

  Nov 2022 - Dec 2023

  Providing Floor support to agents on company policies and problem solving situations, as well providing coaching to the agents that need improvement on their opportunity areas to reach company goals and standards.

  • Subject Matter Expert

    Aug 2023 - Dec 2023

  • Customer Service Specialist

    Nov 2022 - Dec 2023
• 

  OpenTable

  Oct 2023 - now

  Customer Service Support Specialist

  Experienced specialist in software troubleshooting, with a strong track record of delivering effective solutions for software setup and support. Skilled in diagnosing and resolving technical issues while ensuring a seamless customer experience.Beyond technical expertise, I have gained valuable experience in team leadership, coaching, auditing, and problem-solving. I have successfully stepped in as a supervisor, leading teams, providing guidance, and overseeing operations to maintain optimal performance.I collaborate closely with departments such as Tier 2, Billing, and Account Management to drive efficiency and improve customer satisfaction. My adaptability has allowed me to take on key roles in customer retention and escalations management, where I have led teams in handling complex cases and improving resolution processes.Committed to maintaining high standards, I have contributed to the creation of new SOPs and led projects for newly formed teams, ensuring smooth operations and continuous improvement. Show less