Experienced professional with over 8 years in customer support, logistics, and operations. Skilled in client relationship management, KPI performance, and technical troubleshooting, committed to delivering excellent service in fast-paced environments.
Provided multi-channel support to U.S.-based clients, handling inquiries, complaints, and technical issues across email, chat, and phone.
Coordinated logistics operations including scheduling, compliance verification, and communication with stakeholders across North America.
Monitored and maintained KPIs in customer support and logistics roles, ensuring high standards of service and operational efficiency.
Supported customers with device troubleshooting, account access, and transaction issues, including fraud and refund cases.
EASE Logsitics – Perfiles y soluciones logisticas S.A.S.
Started as a Logistics Coordinator and was promoted to Team Lead of a team of 10 logistics coordinators., Coordinated and monitored full truckload (FTL) shipments across the U.S., Canada, and Northern Mexico., Scheduled pickup and delivery appointments with shippers, receivers, and warehouses.,...
CashApp – Concentrix Experts Colombia S.A.S.
Provided customer support to U.S.-based clients through email (tickets), live chat, and phone calls, gaining experience across all three support channels., Consistently met and maintained key performance indicators (KPIs), including average handle time (AHT), first contact resolution (FCR), and...
T-Mobile - SGS Colombia Holding S.A.S.
Delivered high-volume inbound phone support to U.S.-based customers, consistently meeting strict performance metrics (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores., Provided end-to-end customer support without...
Business Administration
Bilingual High School Graduate
Managed key client accounts for logistics and customer support, ensuring service quality and operational success.