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Work Background
SutherlandMentor / Backup Supervisor
Feb. 2024 - Dec. 2024Bogota, D.C., Capital District, Colombia• Used multiple tools, such as Power BI, Salesforce, and Sheets, among others. • Did daily coaching sessions based on the agent’s performance and looking to target desired KPI’s • Reported weekly to the head supervisor by sharing the general performance of the team and coming up with plans to improve the operational targets. • Handled any escalated calls and chats, approved every refund request, and oversaw agents' real-time statuses. • Organized schedules, approving any pending requests (Overtime, PTO, VTO, holidays, etc.) • Updating the team on any changes made to the operation by the client, either through meetings or announcements through Webex. • Did live support for any process or technical questions that may come up.
SutherlandAccount Manager
Oct. 2023 - Feb. 2024Bogota, D.C., Capital District, Colombia• High proficiency in Salesforce usage • Worked in an independent environment, reporting to supervisors weekly to check performance. • Handle around 150 calls a day or 70 chats per day. • Provided basic technical support and managed any billing inquiries regarding the service.
TTECCustomer Service Representative
Jan. 2023 - Jan. 2024Bogota, D.C., Capital District, Colombia• Provided primary customer support to clients based on their needs. • Detailed reading and interpretation of bills to customers, as well as problem-solving, negotiation of credits, promo offers, etc. • Provided basic troubleshoot when needed following companies' guidance. • High call environment and proficiency in the usage of internal tools and ticketing systems to solve customers' needs.
LogitechB2B Account Manager
Dec. 2021 - Sep. 2022Montreal, Quebec, Canada• Provided customer support through a ticket system, and took inbound calls, around 30 per day in a B2B environment. • Reached out to customers depending on their needs and provided technical support on designated products. • Checked in with important accounts to make sure all their needs were met and solve any issues that may come up whether they were technical difficulties or product knowledge. • Acquired knowledge of different software such as CRM, Salesforce, and Zendesk.
SitelBilingual Customer Service Representative
Dec. 2019 - Mar. 2021Bogota, D.C., Capital District, Colombia• Provided primary customer support to internal and external customers in a fast-paced environment. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
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