Years of experience: 3

Call CenterCustomer Support RepresentativeSupport SpecialistCall Center SupervisorTechnical Support AgentCustomer Service

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Andres's Career Path
Mentor / Backup SupervisorFeb. 2024 -
Dec. 2024
SutherlandMentor / Backup Supervisor
Bogota, 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 reque...
Account ManagerOct. 2023 -
Feb. 2024
SutherlandAccount Manager
Bogota, 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.
Customer Service RepresentativeJan. 2023 -
Jan. 2024
TTECCustomer Service Representative
Bogota, 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.

Andres's Posts

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    How I can help you

    Efficiently resolve tech and service issues to boost satisfaction. Handle escalations to protect reputation. Provide bilingual support for wider reach. Mentor teams, enhance performance, and optimize processes for streamlined operations.

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    People I am looking for

    Collaborate with stakeholders to enhance workflows. Set up clear communication channels. Lead and train teams for optimal performance. Prioritize tasks and monitor KPIs to ensure quality and efficiency.

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    Experience & Cases

    Seeking collaborations with tech giants like Lexmark, Logitech, Verizon, and Disney.

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    Expertly managed tech support, billing issues, and service inquiries for top brands. Led content moderation and handled escalations. Supervised teams, enhancing performance and resolution success over six years.

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    How to contact

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