Enrico C.

Enrico Carl P. is an accomplished Technical Support Representative with a notable history at Alorica, where he achieved an impressive 80% Net Promoter Score (NPS) in April, indicating a marked improvement in customer satisfaction and loyalty. He led initiatives to enhance customer experiences through proactive feedback, personalized support, and effective issue resolution, boasting a 72.53% First Call Resolution (FCR) rate, surpassing the team target significantly. Additionally, Enrico Carl improved customer retention via effective first call solutions. As a Customer Support Representative at Telus, he managed customer inquiries in the financial services sector with an emphasis on billing disputes and transaction clarifications. His ability to independently resolve concerns without supervisor escalation led to high CSAT scores and compliance with quality standards. During his tenure at TeleTech, Enrico Carl excelled in handling telecommunications services, achieving a 100% NPS during his training period and contributing to revenue through successful line activations and upgrades. He is currently pursuing a Bachelor's in Marine Engineering at Our Lady of Fatima University, further strengthening his technical and problem-solving skills.