Norberto Murgas
Business Administration
Panama,Panama Oeste
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy a motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
Work History
Workforce Real Time Analyst
Dash BPO Panama
12.2023 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, dashboards and monthly packages.
Customer Service Manager
Dell Technologies
04.2022 - 08.2023
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Customer Service Coach
Dell Technologies
09.2018 - 04.2022
- Maintained up-to-date knowledge of industry trends and standards, integrating this information into coaching strategies as needed.
- Mentored new hires during onboarding process, ensuring their smooth transition into the company culture and expectations.
- Championed continuous learning initiatives that promoted professional development among team members.
- Evaluated individual performance metrics, identifying areas for growth and providing tailored solutions.
- Increased efficiency in resolving customer issues by providing personalized coaching to team members.
- Reduced customer complaints through the development and execution of targeted training sessions.
Customer Service Specialist
Dell Technologies
08.2016 - 09.2018
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Customer Service Specialist
Alorica
05.2011 - 08.2016
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Specialist of Education - Education
Universidad Del Istmo
Panama City, Panama 01.2024 - Current
Maritime Business Administration - Maritime Studies
Universidad Del Istmo
Panama City, Panama 01.2011 - 01.2015
Port Officer ISPS Code 2002 - Maritime Studies
Isthmian Training Center
Panama City, Panama 06.2005 - 07.2005
High School Diploma -
Centro Bilingue Vista Alegre
Panama City, Panama 01.1998 - 12.2002
Skills
Customer Service and Engagement
Languages
English
Professional Working
Certification
Excel Certificate
Timeline
Excel Certificate
06-2024
Specialist of Education - Education
Universidad Del Istmo
01.2024 - Current
Workforce Real Time Analyst
Dash BPO Panama
12.2023 - Current
Logistic Foundation Program
06-2023
Customer Service Manager
Dell Technologies
04.2022 - 08.2023
Microsoft Office
01-2022
Customer Service Coach
Dell Technologies
09.2018 - 04.2022
Customer Service Specialist
Dell Technologies
08.2016 - 09.2018
Customer Service Specialist
Alorica
05.2011 - 08.2016
Maritime Business Administration - Maritime Studies
Universidad Del Istmo
01.2011 - 01.2015
Port Officer ISPS Code 2002 - Maritime Studies
Isthmian Training Center
06.2005 - 07.2005
High School Diploma -
Centro Bilingue Vista Alegre
01.1998 - 12.2002
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