Nicardo W.

Hi, I'm Nicardo. I hold a BSc. Degree in Management Studies and a certificate in Data Operations with over 10 years in the customer service industry. I am an experienced Customer Service Representative (CSR) with a strong background in BPO and call centre operations, offering support through email, voice, and live chat channels—either individually or simultaneously. My expertise spans sales, billing, and technical support across the telecommunications and automotive industries. Highly skilled in Microsoft Office and various CRM tools, I excel at multitasking—managing calls, conducting research, and responding to customers across multiple platforms in real-time. I quickly grasp new systems, concepts, and processes, which allows me to adapt efficiently in fast-paced environments. In my most recent role as an Escalation Specialist, I assisted vendors in the healthcare industry, resolving complex inquiries and ensuring customer satisfaction. I also have proven leadership experience as a Team Leader, managing and mentoring a team of 15 agents over 18 months. I provided ongoing coaching, quality assessments, and performance evaluations to help each team member reach their full potential. Throughout my career, I have collaborated with companies such as PriceYak, SA Company, Coinigy, SoloFunds, Phoenix Automotive, and ClassPass, among others. I am proficient with helpdesk platforms like Gorgias, Zendesk, Freshdesk, and Intercom, as well as e-commerce systems including Shopify, ShipStation, and Amazon Seller Central, along with numerous custom admin tools. I take pride in my ability to deliver exceptional service, foster teamwork, and work effectively under minimal supervision. I look forward to bringing my experience and enthusiasm to your team and contributing to your continued success.