Adolfo

Team Lead – Customer Support, Task Us, BPO

● Lead team of 12+ customer support agents in resolving technical inquiries, wallet access issues, and transaction troubleshooting.

● Monitor KPIs and trends to enhance customer satisfaction (CSAT) above to 80% and quality standards above 90%.

● Develop and implement training programs focused on latest wallet features and security protocols.

● Foster collaborative environment promoting professional development and high employee engagement.

● Utilize blockchain and crypto knowledge to improve support processes and customer experience.

Bilingual collection agent, FIRST GLOBAL RESPONSE, Financial

● Delivered exceptional customer service to clients, resolving inquiries and issues efficiently.

● Verified debtor obligations and conducted thorough transactions review to ensure compliance.

● Managed payment arrangements and ensured accurate payment verification to maintain financial integrity.

● Collaborated with team members to enhance customer satisfaction and streamline processes.

● Trained new team members on best practices in customer support and financial procedures.

Bilingual telesales agent, SITEL DE COLOMBIA, Financial

● Advised clients during acquisition processes of free investment loans, ensuring clarity and understanding of terms.

● Assisted with pre-approval and disbursement processes, optimizing client experience and satisfaction.

● Managed and updated clients' personal information, maintaining high standards of confidentiality and accuracy.

● Delivered exceptional customer service, addressing inquiries and resolving issues effectively.

● Collaborated with cross-functional teams to enhance service delivery and support business objectives.

Manager, SUBWAY, Restaurants

● Verified transactions across varying periods, ensuring accuracy and compliance.

● Managed cash balances, opening and closing processes for restaurant operations.

● Controlled inventory levels, optimizing stock management and reducing waste.

● Oversaw payroll settlements, ensuring timely and accurate employee compensation.

● Led staff management efforts, enhancing customer service quality and resolving PQRS issues.