Devia - Customer Service & Support Specialist with 5+ years in Telecom & Tech

Bogotá, Bogota D.C., Colombiaen

Led team of 15-20 agents at Teleperformance, focusing on skills development and KPI achievement

Provided technical troubleshooting for electronic security devices, ensuring detailed issue diagnosis

Published on CazVid

Summary

Experienced bilingual customer service and technical support representative with a strong background in team management, troubleshooting, and client relationship management, dedicated to delivering effective solutions and enhancing team performance.

Key Achievements

Handled multi-channel customer inquiries at Teleperformance and Concentrix, enhancing client satisfaction

Skills

Customer ServiceAdvanced

Resolved customer concerns and upsold services effectively across US markets.

Team LeadershipIntermediate

Directed a team of 15-20 agents, promoting skills development and efficiency.

Technical SupportAdvanced

Troubleshot and resolved electronic security device issues following standard protocols.

Data Analysis & Performance ManagementIntermediate

Analyzed performance metrics to improve team efficiency and target achievement.

Social Media SupportIntermediate

Managed client inquiries via chat and tickets, providing personalized resolutions.

Languages

Spanish(Fluent)English(Fluent)Portuguese(Basic)German(Basic)

Experience

Partial Bilingual Customer Service Representative

Concentrix

Aug 2018 - Jul 2019

Customer service and billing expert agent, focused in upsales for US clients, helping customers solve concerns about fees and service prices, trying at the same time to sell them additional services.

Bilingual Supervisor

Teleperformance

Sept 2021 - Nov 2024

Leadership and team development, with over 3 years of experience, leading a 15/20 agents team., Specialized in skills development, team management, and data analysis based on performance objectives (KPIs)., Focused on improving team efficiency and achieving set targets.

Bilingual Tech Support Agent

Teleperformance

Jul 2019 - Aug 2020

Advanced tech support agent specialized in troubleshooting electronic security devices, providing customer assistance by following detailed processes to diagnose and resolve technical issues.

Bilingual Support Matter Expert

Teleperformance

Feb 2021 - Sept 2021

Support matter specialized in support a social media platform., Expertise in managing clients inquiries via chat and ticket solving, offering personalized solutions, paying close attention to detail to ensure accurate and effective problem resolution.

Education

SENA

Certified associate in Sports Management

Completed 2018

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