Customer Service and Sales Professional | CazVid

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Leandro Martinez

Bogotá, Bogota D.C., Colombia

Customer Service and Sales Specialist with 8+ years of diverse experience

  • Consistently exceeded monthly sales targets at Asurion through strategic customer engagement.
  • Developed and implemented customer retention strategies, leading to increased customer loyalty at Callzilla.
  • Conducted comprehensive training for new staff at Asurion, enhancing team performance and product knowledge.
Customer Service
Expert
Applied advanced customer rapport, complaint resolution, and retention techniques across multiple roles, ensuring high satisfaction levels.
Sales & Negotiation
Advanced
Utilized strategic planning and interpersonal skills to achieve and surpass sales targets in retail and B2B contexts.
Training & Development
Intermediate
Delivered product and service training to colleagues, improving team capabilities and knowledge base.
Technical Support & Troubleshooting
Intermediate
Resolved technical issues and provided product guidance through remote tools, reducing downtime and improving user experience.
Research & Data Analysis
Beginner
Conducted customer behavior research and compiled reports to inform sales and retention strategies.

Languages

Spanish
Native
English
C1 Advanced
09/2023 - 09/2024
Connected Home Expert
asurion
Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications., Delivered comprehensive training to new staff on product knowledge and sales techniques, improving team performance., Handled customer complaints with empathy and professionalism, restoring consumer confidence., Maintained comprehensive brand and product knowledge to maximize sales opportunities and meet set targets., Addressed customer inquiries and concerns to facilitate decision-making and minimize anxiety or hesitation., Conducted follow-up calls to assess customer satisfaction, identifying opportunities for repeat business., Utilized customer feedback to recommend improvements in products and services, fostering brand loyalty., Managed inbound and outbound calls, providing comprehensive product knowledge to enhance customer engagement., Achieved and exceeded monthly sales targets through strategic planning and customer engagement.
01/2023 - 07/2023
Pre-sales Agent
Full Potential Solutions
Built rapport with customers quickly, creating lasting bonds to increase customer lifetime value, Conducted consumer and audience research, collating and presenting detailed customer behaviour reports to identify sales and retention areas for improvement, Developed comprehensive retention strategies based on customer feedback and insights, Negotiated with clients to renew contracts and retain business while increasing revenue and profits for company, Communicated directly with customers to discover issues and ways to improve company products and services.
03/2021 - 12/2022
Customer Service and Retention Agent
Callzilla (WFH)
Resolved customer complaints with professionalism for positive outcomes, Conducted consultations with customers to determine the best products for their skin concerns, Provided extensive knowledge to customers regarding appropriate treatment products best suited for all skin types, Delivered personalized beauty services and treatments based on client requests, Trained on new treatments, products and services to expand service offering, Maintained accurate client records, detailing treatments administered, preferences and products used for future reference, Addressed customers' questions, problems and complaints via phone, chat and email, Boosted client retention, establishing sales goals and securing targeted rates, Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction, Addressed customer service enquiries quickly and accurately.
08/2020 - 03/2021
Customer Service Associate
Amazon (WFH)
Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat, Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions, Built rapport with customers through courteous and professional communications, Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
07/2019 - 07/2020
Customer Service and Retention Agent
Callzilla
Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction, Processed and issued product orders and service upgrades for customers, Assisted customers with product-related questions, feedback and complaints, Advised on aesthetic treatments, detailing risks and benefits, Trained on new treatments, products and services to expand service offering, Provided extensive knowledge to customers regarding appropriate treatment products best suited for all skin types, Resolved customer complaints with professionalism for positive outcomes, Maintained accurate client records, detailing treatments administered, preferences and products used for future reference, Met and exceeded monthly targets consistently to maximize revenue, minimize cancellations and increase customer lifetime value., Developed and implemented targeted sales strategies, significantly boosting customer retention rates.
10/2018 - 03/2019
Customer Service and Tech Support Agent
Sutherland
Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications, Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers, Carried out regular training with staff to help advance skills within customer care, effective complaint handling and service improvement tactics., Diagnosed and resolved technical issues for customers via phone, email, and live chat, enhancing satisfaction rates., Utilized remote desktop tools to directly address and solve user issues, increasing resolution speed., Offered expert advice on security best practices, helping users protect their data from potential threats., Provided detailed guidance on troubleshooting common software problems, reducing downtime for clients significantly.
🎓
Pontifical Xaverian University
Bachelor’s Degree
Completed 8th semester, 2018
🎓
Francisco José de Caldas High School
Completed 2013
🎓
SENA
Certificate of Higher Education
Completed 2013

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