Summary
Overview
Work History
Education
Skills
Timeline
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Alejandro Sanchez

Customer Service Specialist
Bogota

Summary

Customer Service Specialist with a strong track record in resolving customer inquiries and complaints with professionalism, efficiency, and empathy. Adept at using CRM tools such as Zendesk to manage interactions, track issues, and support service improvements. Known for a positive attitude, attention to detail, and the ability to thrive in fast-paced environments.
Recognized for building trust with customers and colleagues alike through clear communication, responsibility, and a collaborative mindset. Committed to delivering exceptional service, meeting KPIs, and contributing to long-term customer satisfaction and team success.

Overview

3
3
years of professional experience
2
2
Languages

Work History

Customer Service Specialist

Transcom
05.2023 - 01.2025
  • Provided responsive and empathetic support to U.S. customers via live chat and email, resolving a wide range of inquiries including order tracking, rescheduling, refunds, account verification, and website issues.
  • Delivered product expertise and brand knowledge to assist with inquiries, recommendations, usage guidance, and promotional offers, enhancing customer satisfaction and driving loyalty.
  • Collaborated cross-functionally with delivery, inventory, technical, and marketing teams to escalate special cases and implement customer feedback, ensuring efficient issue resolution and continuous service improvement.
  • Utilized CRM tools to record and update customer account details and accurately document interactions, helping identify service trends and improvement opportunities.
  • Applied the SMART framework to meet KPI targets, supporting both individual performance and broader organizational goals.
  • Contributed to a high-quality customer experience by responding professionally, adapting to policy updates, and maintaining service consistency in a fast-paced environment.
  • Assisted in onboarding new team members by sharing best practices and strategies for handling complex or sensitive customer issues.


Customer Service Specialist

Foundever
11.2021 - 01.2023
  • Delivered outstanding customer service via inbound/outbound emails and calls, supporting U.S. and Canadian customers with troubleshooting, warranty claims, online orders, refunds, promotions, and product returns/exchanges.
  • Resolved product and service complaints, navigated website technical issues, processed escalations, and routed inquiries to appropriate departments to ensure swift and effective resolution.
  • Demonstrated deep product knowledge to provide accurate information, tailored recommendations, and clear guidance to customers, boosting satisfaction and loyalty.
  • Maintained detailed records of customer interactions and account updates using CRM tools, contributing to service consistency and data-driven decision-making.
  • Adhered to company quality standards while delivering a professional, patient, and solutions-focused customer experience across all communication channels.
  • Took ownership of each customer interaction, following through on resolutions and ensuring long-term satisfaction.
  • Applied the SMART framework to consistently meet and exceed individual KPIs and contribute to organizational performance goals.
  • Supported continuous improvement by adapting quickly to policy changes, sharing insights, and contributing to a culture of high-quality service delivery.

Education

Bachelor of International Business -

Universidad Del Tolima
Ibague, Colombia
05.2001 -

Skills

  • Customer service
  • Complaint resolution
  • Effective communication (verbal and written)
  • Decision-making
  • Time management
  • Task prioritization
  • Attention to detail
  • Emotional intelligence
  • Collaboration
  • Computer proficiency
  • CRM software

Timeline

Customer Service Specialist

Transcom
05.2023 - 01.2025

Customer Service Specialist

Foundever
11.2021 - 01.2023

Bachelor of International Business -

Universidad Del Tolima
05.2001 -

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Alejandro SanchezCustomer Service Specialist