Experienced bilingual customer support agent with over four years of service across diverse environments, specializing in technical troubleshooting, client communication, and support coordination.
Applied conflict resolution, active listening, and problem-solving skills to resolve complex customer issues.
Collaborated effectively with clients and internal teams through various communication channels to ensure satisfaction.
Troubleshot technical issues related to streaming services and account management using different troubleshooting tools.
Maintained accurate client records and documentation using CRM and data entry software.
24/7 a.i
Assist customers on any Walmart concerns and provide them with accurate information based on the customer’s needs, Develop strategies to perform an outstanding call, Work with the team lead to find out how to develop the representative’s soft skills and provide feedback on previous performed calls., Carry out quality calls assuring the customer’s satisfaction, Make hotel reservations and collect payment/fees, Cooperate with clients to determine their needs and advise them appropriate, modes of transportations, travel dates, costs and accommodations., Enter data into software and maintain client files
IGT Services and Technologies Colombia S.A.S
Make hotel reservations and collect payment/fees, Cooperate with clients to determine their needs and advise them appropriate, modes of transportations, travel dates, costs and accommodations.
Teleperformance
Provided exceptional customer support for a leading streaming platform, ensuring customer satisfaction and retention., Resolved technical issues related to streaming services, account management, and billing inquiries via multiple communication channels (chat, email, and phone)., Managed high volumes of customer interactions while maintaining quality and efficiency metrics., Assisted customers with subscription upgrades, cancellations, and troubleshooting device compatibility issues., Documented customer interactions and feedback to identify trends and contribute to service improvement strategies.
Master Degree
Managed multiple client requests, prioritized tasks, and coordinated service delivery in fast-paced settings.
Alba Global
Coordinated communication between clients and internal departments, ensuring seamless service delivery and alignment with client expectations., Managed and maintained accurate client records, utilizing CRM tools to track interactions and follow-ups., Assisted in onboarding new clients, providing them with comprehensive guidance on services and policies., Prioritized and managed multiple tasks in a fast-paced environment, ensuring timely responses to client needs.