Andres - Bilingual Customer Service Agent with 5+ years of client support experience

Facatativá, Cundinamarca, Colombiaen

Managed remote customer interactions in English and Spanish via multiple channels using tools like Salesforce and NICE CXone.

Trained and mentored new hires on processes, platforms, and service skills, ensuring smooth onboarding and development.

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Summary

Dedicated bilingual customer service agent skilled in managing client cases across multiple channels, training new team members, and improving operational practices. Proven ability to adapt to various tools and client needs with strong communication and teamwork skills.

Key Achievements

Led operational error correction by implementing best practices, improving service quality and consistency.

Skills

Customer ServiceAdvanced

Provided bilingual support to clients via chat, calls, and email, demonstrating strong communication and multitasking skills.

Training & MentoringAdvanced

Conducted onboarding and ongoing training sessions for new agents on tools and client service techniques.

Technology ToolsIntermediate

Utilized platforms like Salesforce, NICE CXone, Avaya, Microsoft Teams, and Slack to manage cases and facilitate communication.

Process ImprovementIntermediate

Identified operational errors and implemented corrections to enhance service delivery and operational accuracy.

Languages

Inglés(B2)Español(Nativo)

Experience

Agente de Servicio al Cliente Bilingüe / Coach de personal nuevo

Teleperformance

Septiembre 2022 - Abril 2025

Atención remota a clientes en inglés y español mediante chats, llamadas y correos electrónicos (principalmente chats)., Gestión de casos utilizando herramientas como Salesforce, NICE CXone, Avaya, Microsoft Teams, Amazon Chime y Slack., Capacitación y acompañamiento a new hires en procesos,...