Carlos I.

Carlos B. is an experienced Customer Service & Quality Assurance Specialist with over seven years supporting industries such as e-commerce, telecommunications, events, and reservations. At Enshored Inc., he provides critical quality assurance & monitoring by reviewing customer interactions via voice, email, and chat, partnering closely with team leads to drive agent performance and satisfaction for clients like Facilitron. In previous roles at Results CX and Concentrix, he managed escalation & resolution for sensitive issues, streamlined support workflows on social media for Assurance Wireless, and delivered expert order and billing assistance to Lazada Singapore customers. Recognized as a reliable Point of Contact for data & report generation and team training, Carlos B. demonstrates expertise in complex issue resolution, targeted coaching, and optimizing customer support processes across multiple platforms.