Dedicated professional with over three years of experience managing customer relations, escalations, and team development in high-pressure environments across the retail and financial sectors.
Provided high-quality customer support, handled escalations, and maintained satisfaction.
Managed complex incidents and escalated cases, coordinating with internal teams for resolution.
Led and coached team members, conducted audits, and facilitated training sessions.
Devised strategies for de-escalating client issues and resolving complaints professionally.
Amazon Operations Colombia
Handled escalated and high-complexity customer cases, ensuring timely and effective resolution., Managed critical incidents during delivery operations, including accidents, property damage, and customer-driver disputes., Investigated and resolved cases of misconduct, theft, or misdelivery with...
Teleperformance
Assisted customers with inquiries and issues related to their credit cards, including interest rates, special purchase fees, late fees, promotions, and installment plans., Explained card security settings, policies, and terms & conditions to ensure customer understanding., Trained in...
AWS Cloud Practitioner
Continuous Professional Training
Created projects and formats to streamline team workflows and improve efficiency.