Adolfo
Customer Support Manager
$1,764.71
About
8+ years of Customer Support-Team Lead experience, specializing in team leadership, training program development, and consistently maintaining CSAT sc
Industry Experience
Financial Services
Blockchain Services
Corporate Training & Development
Credit Intermediation
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Conversational Fluency (B1/B2)
Additional Languages Supported
Spanish
Roles Qualified For
Work Experience
https://www.taskus.com/locations/colombia/
Colombia
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.
Customer Support Representative
06/2021 - 02/2022https://www.linkedin.com/company/first-global-response-sas/
Colombia
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.
Customer Support Representative
09/2018 - 09/2020https://foundever.com/es/news/sitel-group-acelera-su-transformacion-global-con-el-cambio-de-marca-a-foundever/
Colombia
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.
Administrative Coordinator
02/2013 - 08/2018https://www.subway.com/es-CO
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.
Licenses, Certifications & Awards
Candidate has no licenses, certifications or awards yet.
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