Carlos Uriel Peña

• Assisted in providing guidance and support to clients on various topics related to Nike
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Monitored team performance metrics, identifying areas for improvement and coaching staff accordingly.
• Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
• Developed knowledge of company policies and procedures to effectively address client inquiries.
• Delivered exceptional customer support through effective problem-solving and communication skills.
• Assisted in developing training materials for onboarding programs, enhancing staff readiness and engagement.

Accomplishments

• Selected for the Nike expert chat position, expert on chat support, product and with consumer interactions
• Acting team leader for a month
• Worked as level two advisor support, provided support for level one agents