Paul Delgado

ad4ncj@r.postjobfree.com 210-***-****) San Antonio, TX LinkedIn

WORK EXPERIENCE

TaskUs December 2021 - Present

Subject Matter Expert San Antonio, TX

As a SME, I

o Led a successful prescription delivery special project consisting of 6 teammates which resulted in a 300% increase in the expansion of the special project within 3 months. o Have been consistently recognized for exceeding expectations by both company & client leadership 4 times within the past 12 months.

Due to my success, I was chosen to be a part of a brand new escalations team & quickly adapted to my new role resolving 350 pending tickets within 10 days using Zendesk.

As part of the escalations team, I collaborated with my team to resolve complex prescription delivery order issues and innovate new ideas to optimize client products & processes, leading to more efficient troubleshooting, and improving the overall customer service experience by 33%.

Identified & analyzed 10+ trending issues for reporting & tracking purposes monthly.

Trained 18 teammates who were assigned to special projects & assisted trainers in the Training/Development department with facilitating training for new hires.

Supported over 300 frontline teammates by answering questions regarding client products/processes through multiple programs via Slack & Zoom having up to 30 daily interactions.

Resolved 35+ escalations consisting of complex order issues by contacting customers through multiple channels using Zendesk via phone & email while adhering to industry HIPAA regulations. TaskUs October 2021 - December 2021

Client Analyst San Antonio, TX

Analyzed & graded 40+ teammate calls weekly to ensure teammates correctly followed the client’s processes & provided accurate information.

TaskUs February 2020 - October 2021

Customer Service Advocate San Antonio, TX

Received 40+ inbound/outbound calls daily and dispositioned tickets accordingly using Zendesk, providing world-class customer service, addressing customer inquiries, and following up with them on an as-needed basis.

Startek October 2018 - January 2020

Bilingual Customer Service Representative San Antonio, TX

Provided customers with high-quality technical support solutions for all different types of issues ranging from billing/sales inquiries to internet/phone support, averaging 40+ inbound calls daily. Whataburger December 2015 - June 2019

Team member San Antonio, TX

Multi-tasked by taking customer orders & ensured accuracy of orders. EDUCATION

San Antonio College 2021 - Present

Associate of Applied Science in Software Development San Antonio, TX

SKILLS

Skills: Spanish (fluent), Leadership, Problem-Solving, Communication, Team Collaboration, Critical-thinking, Product Knowledge, Customer Service, Training & Development, Adaptable, Technical Support, Emotional Intelligence, Google Sheets, Google Slides, Google Forms, Microsoft Office Word, Microsoft Office Excel, Asana, Jira, Zendesk, Slack, Google Meet, Google Chat, Zoom.