Miguel Angel Cervantes Sepulveda
Virtual Assistance, Technical Support Agent, Customer Service Consultant
Barranquilla
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
11
11
years of professional experience
19
19
years of post-secondary education
2
2
Languages
Work History
Tecnical Support Agent
Quantic POS
06.2024 - Current
- Resolved issues with the POS systems, hardware and Credit Card machines software quickly and accurately.
- Walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved complex technical issues for better client experience and smoother operations.
Back Office Assistant
Veteran Adjusters Inc
05.2022 - Current
- Provided clerical support to company employees by copying, faxing, and filing documents
- Routed business correspondence, documents, and messages to corrections to departments and staff members
- Managed and maintained a file system covering expenses, reports, and support documentation
Customer Service Associate
SGS COLOMBIA HOLDING S.A.S.
10.2021 - 05.2022
- Responded to customer calls and emails to answer questions about products and services
- Offered basic technical support for clients on wide range of company products
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer Service Representative
Teleperformance
05.2021 - 10.2021
- Provided primary customer support to internal and external customers
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints
- Answered customer telephone calls promptly to avoid on-hold wait times
- Followed up with customers about resolved issues to maintain high standards for customer service
Tech Support Representative
SGS COLOMBIA HOLDING S.A.S.
05.2016 - 04.2021
- Maintained customer and at&t technicians' satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Tech Support Service Agent
SGS COLOMBIA HOLDING S.A.S.
05.2015 - 04.2016
- Worked with customers to understand their needs and provide excellent service
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Customer Service Representative
SGS COLOMBIA HOLDING S.A.S.
10.2013 - 04.2015
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Cross sales
Education
High School Diploma -
Colegio Nuestra Señora Del Carmen
02.1991 - 11.2002
English Language Course - undefined
Universidad Del Atlántico
02.2008 - 11.2014
Language Teacher Education - undefined
Universidad Del Atlántico
Industrial Engineering - undefined
Universidad Del Atlántico
Skills
- Creative problem solving
- Excellent Tech Knowledge
- Excellent Professional Attitude
- Basic Microsoft Office Package
- Google tools
Timeline
Tecnical Support Agent
Quantic POS
06.2024 - Current
Back Office Assistant
Veteran Adjusters Inc
05.2022 - Current
Customer Service Associate
SGS COLOMBIA HOLDING S.A.S.
10.2021 - 05.2022
Customer Service Representative
Teleperformance
05.2021 - 10.2021
Tech Support Representative
SGS COLOMBIA HOLDING S.A.S.
05.2016 - 04.2021
Tech Support Service Agent
SGS COLOMBIA HOLDING S.A.S.
05.2015 - 04.2016
Customer Service Representative
SGS COLOMBIA HOLDING S.A.S.
10.2013 - 04.2015
English Language Course - undefined
Universidad Del Atlántico
02.2008 - 11.2014
High School Diploma -
Colegio Nuestra Señora Del Carmen
02.1991 - 11.2002
Language Teacher Education - undefined
Universidad Del Atlántico
Industrial Engineering - undefined
Universidad Del Atlántico
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