Dedicated customer service professional with over 7 years experience supporting e-commerce and tech industries, with strong bilingual capabilities and a focus on issue resolution and quality assurance.
Provided bilingual support in English and Spanish, handling issues related to delivery, payments, and technical inquiries.
Resolved diverse customer issues including delivery delays, missing items, and account support using CRM and ticketing tools.
Evaluated agent performance, documented SOPs, and monitored quality metrics as a Quality Analyst.
Supported users with technical issues related to e-commerce platforms, apps, and service plans.
Global Fidelis
Provide bilingual (EN/ES) customer support for a e-commerce Retail store, Resolve issues including delivery delays, missing items, and payment discrepancies., Maintain accurate documentation and follow up on customer cases.
5CA
Supported users of an e-commerce platform with scam investigations, code retrievals, and technical issues., Managed escalations and collaborated with internal teams to ensure resolution.
Continuum – CVS.com
Assisted U.S. customers with vaccine appointments, prescription refills, and technical support., Delivered service in both English and Spanish across multiple channels.
IGT Solutions, Bogotá
Responded to customer inquiries related to order status, subscriptions, and partial shipments., Kept internal systems updated with accurate project information.
Technological Degree
High School Diploma
Discover other professionals with similar experience
Reviewed and moderated user-generated video content to ensure compliance with platform standards.
Teleperformance, Bogotá
Started as a video content moderator; later transitioned to customer service for a U.S. delivery app., Achieved KPI goals while maintaining high customer satisfaction.
Konecta, Bogotá
Provided technical and account support to clients of a Colombian telecommunications provider., Resolved inbound issues and explained service plans and billing details.
Teleperformance, Bogotá
Delivered email support for a semi-bilingual delivery campaign., Promoted to Quality Analyst; tasks included agent evaluation, SOP documentation, and performance monitoring.
