Felipe - Customer Operations Specialist at TASKUS

Cali, Valle del Cauca Department, Colombiaen

Maintained a CSAT score above 95% through high-quality omnichannel support

Mastered Zendesk for efficient management of high-volume customer tickets

Published on CazVid

Summary

Dedicated professional with a proven track record in delivering exceptional customer service, developing operational dashboards, and enhancing departmental performance through strategic KPIs. Skilled in Zendesk, Excel, and data-driven decision making.

Key Achievements

Engineered operational dashboards that enhanced decision-making at MECAFER
Developed strategic KPIs that improved departmental performance at NCS S.A.S.

Skills

Customer ServiceExpert

Delivers high-quality omnichannel support, ensuring customer satisfaction and loyalty.

Data Analysis & ReportingAdvanced

Creates dashboards and monitors KPIs to support strategic decisions and operational improvements.

Operational ManagementIntermediate

Manages operational workflows and utilizes ERP systems to streamline processes.

Financial OversightIntermediate

Handles sales and warranty cycles, contributing to increased efficiency and revenue.

Languages

Spanish(Native)English(C1)

Experience

Customer Operations Specialist

TASKUS

Delivered premium omnichannel support in 100% English via phone, email, and chat, consistently maintaining a CSAT (Customer Satisfaction) score above 95%.. Mastered Zendesk to manage high-volume ticket queues, ensuring 100% compliance with SLAs and internal workflows.. Resolved complex financial inquiries, including billing and account management, with high precision and professional communication.. Exceeded operational KPIs consistently, ranking in the top tier of the team for resolution time and quality assurance metrics.. Collaborated with cross-functional teams to escalate technical bugs and provide feedback for process improvement, reducing recurring customer pain points.

Operations & Finance Assistant

MECAFER

Engineered financial and operational dashboards to track workshop performance, providing actionable insights for executive decision-making.. Managed end-to-end sales and warranty cycles, increasing customer retention through proactive follow-ups and efficient service management.. Administered billing and payment systems, ensuring 100% data integrity in financial records and tax documentation.. Streamlined administrative workflows by implementing better database management practices, reducing data entry errors.

Performance Management Intern (Controller Assistant)

NCS S.A.S.

Developed and monitored strategic KPIs to evaluate departmental performance and operational efficiency.. Led continuous improvement initiatives by analyzing quality reports and identifying areas for process optimization.. Drafted and standardized Standard Operating Procedures (SOPs) and process documentation, ensuring compliance with quality management systems.. Performed data audits and assisted in the generation of comprehensive management reports for the Controller's office.