Bogotá D.C. Metropolitan Area
With several years of experience in the BPO and call center industry, I’ve built a solid career focused on delivering exceptional customer experiences, driving sales performance, and leading high-performing teams. I've had the opportunity to work in fast-paced environments where adaptability, empathy, and resilience are key—and these qualities have shaped me into a versatile professional who thrives under pressure and leads with purpose. My background spans across inbound and outbound customer service, sales, retention, technical support, and team leadership. As a Peer Advisor, Mentor and Team Leader , I’ve developed and mentored agents to meet and exceed KPIs, improve quality scores, and boost morale. I believe in leading by example, with integrity, a positive mindset, and a focus on continuous growth.
Provided Customer service, tech support, resolving customer's issues and selling VHDP (Verizon home device protect) for almost 2 years giving results and achieving the goals in the campaign, top seller and PA (peer advisor) assisting the new waves and teaching them all the product and knowledge I got Then I moved to At&t Home expert working with claims for all home connected devices. I achieve the targets and goals for the campaign showing efficiency, diligence and driving results in the KPI's I worked. I was (PA) Peer advisor for the new waves developing them to teach all the process and their duties to show my skill as leader and drived results for the campaign.
Retention campaign for internet and land line services. I was an agent 4 months and then I was promoted to SME and after that supervisor. I had to monitor agent´s calls, prepare meetings and drive team performance with KPIs.
Agent Customer Service and Mentor. Cross sales and tech support when needed for customers in Canada with heat pumps, waeter heaters, plumbing and furnaces. Schedule visits and it was an hibrid position.
Ascensia Diabetes Care is dedicated to improve the health of people with diabetes. I had to do support when the patient did not know about the glucometer, strips or sugar levels. It was a high responsibility because the glucometers could be contaminated and their lifes were in danger. I had to think always the best and fast possible way to help them with strategic thinking. I was promoted to Case Manager doing follow up on procedures and delivering results with KPIs.
Customer service for Groupon in United States chats and calls at the same time.. I was promoted to case manager as part of special team Groupon Plus for emails. We took care of the concerns about all the orders and deliveries, reviewing cases and documentation developing the team and having sucessful cases for excepcional customer experiences.