Gabriel Brenes

Experience

• 

  Teleperformance Costa Rica

  Aug 2016 - Jan 2019

  Inbound Customer Service Representative

  As an inbound customer service agent I resolved multiple customer queries and problems related to internet, cable, telephone and email services with a high quality customer service in a timely manner.-Address general billing concerns.-Take payments.-Troubleshoot several technical issues related the phone, cable, internet and email services.-Schedule service calls when required.-Provide general information about the multiple services at disposal to the new and existing customers. Show less

• 

  SmileDirectClub

  Feb 2019 - Aug 2020

  Customer Care Specialist

  In this role I delivered exceptional customer service through phone, chat & email providing a positive and supportive experience to the customers by answering questions about their treatment.Main responsibilities:-Address customer questions and concerns about products through different communication channels such as email and telephone.- Provide key information about products.- Ensure customer satisfaction by providing solutions to the problems they contacted about.- I was part of a project related to orders for retainers.-Also part of a special email project. Show less

• 

  Amazon

  Aug 2020 - Feb 2022

  Investigation Specialist

  In this role as Investigation Specialist I was in charge of evaluating high-risk transactions and safeguarding Amazon's global customer base, profitability, and brand while maintaining a high bar of customer experience.Main responsibilities:• Investigate suspicious merchant activity and behavior that could pose a risk to Amazon, our buyers, or merchants.• Be aware of and identify new fraud patterns and trends. Take appropriate action to identify and minimize the risk posed by such trends.• Take appropriate action based on established procedures and document those actions. When procedures are not available, follow established escalation paths to ensure resolution. Show less

• 

  Clicklease

  Feb 2022 - Aug 2024

  In my previous role as Prefunding specialist I was in charge of the thorough revision of documents for the correct activation of the leases and additionally I provided first class customer service to the sales and Ops support team on multiple inquiries related to the accounts and required documents or steps to complete the activation of leases.Main responsibilities:• Examine and approve driver licenses following the company guidelines to guarantee the authenticity of the document and applicant.• Provide support to customer service agents via chat on application status, holds and further steps to complete the process using problem solving skills.• Revise, analyze and approve partner`s invoices following company guidelines to guarantee these meet the minimum requirements.Examine Bank accounts from customers to validate if these meet the minimum criteria for the financing approvals. • Complete the activation of the leases. Show less As OPS support tier II I was focused on assisting Tier I agents and handled more complex inquiries from business owners and customers.Main responsibilities:• Execute same tasks as Tier I and additionally:• Handles and provide resolution to customer`s escalations always with a strong and clear verbal communication skills.• Works Special cases handling that requires follow ups.• Monitors the team´s SLA`s.• Address in timely manner Tier I concerns.• Detect and report areas of opportunity to improve processes.• Execute refreshers to guarantee calibration on SOPs. Show less In this position I provided support to business owners, collaborated with the sales team, and provided solutions to customer´s inquiries with a high-quality customer service.Main responsibilities:• Address incoming phone calls, chats and email requests from partners and customers including but not limited to: The online application processes, Lease agreement finalization, Invoicing, Payments, and other general customer inquiries.• Proactively reach out to partners and customers to answer questions and solve problems regarding their account.• Work with our partners to solve any issues they have with their applications or invoice. Show less

  • Prefunding Specialist

    Jan 2024 - Aug 2024

  • Operations Support Tier II

    Mar 2023 - Jan 2024

  • Operations Support Tier 1

    Feb 2022 - Feb 2023
• 

  BrandSafway

  Aug 2024 - now

  HR Shared Services Coordinator