Juan - Customer Support & Sales Specialist with diverse experience in Telecom, Banking, and Home Services

Bogotá, Bogota D.C., Colombiaen

Managed technical support and sales for home entertainment, improving customer satisfaction and revenue at Sitel – Comcast.

Led training programs at Transcom, developing new customer service agents and enhancing team performance.

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Summary

Versatile support specialist with proven ability to manage technical support, customer service, and sales across the US, Canada, and Europe. Skilled in training, team management, and delivering high-quality customer experiences in diverse industry settings.

Key Achievements

Handled complex customer inquiries across international markets, ensuring high-quality service in diverse market segments.

Skills

Technical Support ApplicationsAdvanced

Provided technical solutions for telecom and home services, troubleshooting issues, and supporting product deployments.

Customer Service &amp; SupportExpert

Delivered comprehensive customer service in banking, telecom, and home entertainment sectors across multiple markets.

Sales TechniquesIntermediate

Implemented cross-selling and upselling strategies to increase revenue in home entertainment and service packages.

Team Management &amp; TrainingAdvanced

Led and trained customer service teams, designing programs to improve skills and operational efficiency.

Communication SkillsExpert

Excelled in managing customer interactions, resolving issues, and delivering tailored support across different markets.

Languages

English(Advanced)

Experience

Tech support/sales –Home entertainment (EE. UU.)

Sitel – Comcast

02/09/2015 - 07/09/2015

Provided comprehensive technical support and solutions to customers in the United States for home entertainment services, including internet, television, and telephone., Managed technical issues while driving revenue through cross-selling new lines of business and upgraded packages to existing...

Customer service (Canadá)

Scotiabank

09/09/2018 - 10/01/2020

Managed comprehensive customer service and support for clients in the Canadian market, covering all major lines of business, including: debit accounts, credit cards, loans, and mortgages., Served as a key member of the new hire training team.

Sales Advisor – Home Services (U.S. Market) - Iterum

Iterum Colombia

July 2021 - February 2022

Spearheaded inbound, outbound, and cross-selling initiatives for home services, including Internet, television, and telephony.

Customer Service Advisor – Ticket Management (European Market) - Vinted

Transcom

02/2022 - 12/2022

Provided dedicated customer support and service for Vinted, managing and resolving complex customer inquiries.

Trainer

Transcom

12/2022 - 10/2023

Managed the training and professional development program for all new customer service agents., Designed and executed comprehensive training programs.

Supervisor

Transcom

10/2023 - Currently

Leading high-performance customer service teams, ensuring the achievement of quality, productivity, and customer satisfaction targets., Orchestrated the operational setup for a new technical support campaign.