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
Adherence to high customer service standards
Order process management
Time management abilities
Problem-solving abilities
Teamwork and Collaboration
Analytical Thinking
Workforce Management
Service Level Agreements
Queue management
Complaint resolution
Customer Relationship Management (CRM)
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