Erick - Customer Success & Support Leader with 7+ years experience in automotive and telecom

Bogotá, Bogota D.C., Colombiaen

Consistently achieved over 100 daily calls and more than 25% appointment conversion rate at Caliber Collision over 7 months.

Boosted productivity of technicians by 17% by optimizing appointment scheduling and customer interaction at Caliber Collision.

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Summary

Experienced professional with a track record in automotive repair and telecom customer support, focusing on team leadership, process optimization, and customer satisfaction.

Video Resume

Key Achievements

Led a team of 15 agents at Verizon, maintaining top performance for months and training new hires effectively.

Skills

Customer Relationship ManagementAdvanced

Utilized CRM tools to manage customer interactions and improve service delivery.

Team Leadership & TrainingAdvanced

Led and trained support teams, fostering teamwork and continuous improvement.

Call Center OperationsAdvanced

Managed high-volume calls, optimized scripts, and improved appointment setting processes.

Data Analysis & ReportingIntermediate

Analyzed vehicle repair times and team performance metrics to optimize operations.

Technical Skills

Experience

Customer Success Care Representative

Caliber Collision

December 2020 - Present

Engaged potential customers to make appointments with the right and specialized centers, based on vehicle damage conditions. Creating an effective call script to achieve above the daily KPI ́s targets., Boosted the center&#x27;s specialized advisors and technicians’ productivity by 17% by...

TTEC Team Leader Support Coach

Verizon

July 2018 - November 2020

Achieved 3 consecutive months of top performer position as a Customer Care Representative by having the 2 key metrics above the target, cold selling with 15%, and serving with 95% promoter rate. Promoted to TL Support Coach., Trained people from wave 21 until wave 50, leading by example and...