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Tulio César Gámez Márquez's avatar
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Tulio César Gámez Márquez

Bogotá, Bogota D.C., Colombia

Customer Support Team Leader with 8+ years of team development

  • Led and mentored customer support teams at IntouchCX and Foundever, enhancing team efficiency and cohesion
  • Managed complex issue resolution and operational challenges in a high-volume support environment
  • Coached new hires and existing agents through live and role-playing sessions, contributing to skill expansion
Leadership
Expert
Directed and mentored teams to meet performance and development goals in customer support.
Problem-solving
Advanced
Handled escalated issues and managed crisis situations efficiently, ensuring minimal service disruption.
Communication
Advanced
Ensured clear, timely communication within teams and with clients regarding operational issues.
Operational Management
Intermediate
Supervised processes and workflows to optimize team productivity and service quality.
Training & Development
Advanced
Provided coaching, role-playing, and feedback to support skill growth among team members.

Languages

Spanish
Native
English
Advanced C1
See Full Skillset on CazVid
2023 - 2024
Tier two Team Leader
IntouchCX (AirBnb)
Led and mentored a team of customer support specialists, Oversaw the resolution of complex, escalated issues, Ensured the team met key performance metrics, Collaborated cross-functionally with other departments, Provided coaching to foster team development, Managed crisis situations and drove operational efficiency
2020 - 2023
Coach
Foundever (Sitel)
Provided direction and guidance to guarantee the achievement of key performance metrics, Achieved measures, reports and communicated metric goal attainment, Ensured accurate and timely communication of client and campaign issues, Coached, mentored and developed team for skills expansion
2019 - 2020
Product Specialist
Foundever (Sitel)
Provided support and guidance to teammates, Helped new hire teammates with knowledge debrief sessions, Conducted coaching sessions in real time
2019 - 2019
Learning Mentor
Foundever (Sitel)
Provided coaching and training to new and existing agents, Conducted one-on-one mentoring sessions, Offered performance feedback, Facilitated role-playing exercises
2019 - 2019
Customer Service Representative
Foundever (Sitel)
Received calls as a customer service representative for US/Canada Market, Resolved cases regarding financial issues, Performed as a mentor for new hires
2017 - 2018
Staff Developer
Constructora CGB 302 C.A
Followed, controlled, supervised processes, Created strategies to develop new techniques, Provided guidance regarding tutoring and crew development
2011 - 2013
Statistics analyst
Laser Airlines
Analyzed data related to airline operations, Managed flight schedules, pricing, revenue management
View Complete Work History
🎓
Academia Profesional Gourmet de Cocina Internacional
Chef de Cocina Internacional
🎓
Academia Profesional Bartender On
Diplomado en Gerencia de Bares y Restaurantes
🎓
Lean Six Sigma White belt
🎓
Operation Manager Growth Point
🎓
Team Leader Growth Point
See Education & Certifications
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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