Customer Service Representative supporting high-volume delivery operations with real-time troubleshooting, conflict resolution, and accurate CRM ticketing. Resolves app glitches, payment discrepancies, and order assignment errors while coordinating between drivers, merchants, and customers to keep deliveries moving. Meets AHT and CSAT targets while improving response times through process improvements.
Hi, I’m
Antony Iverson Ramos Caviedes
Costumer Services
Buenaventura,VAC
Summary
Overview
2
Languages
Work History
Teleperformance
Costumer Services
02.2026 - 07.2026
Job overview
- Remote
- Resolved live delivery issues for thousands of Dashers, troubleshooting app glitches, payment discrepancies, and order assignment errors in a fast-paced environment.
- Managed real-time logistics support, acting as a critical bridge between drivers, merchants, and customers to ensure seamless delivery fulfillment.
- De-escalated high-pressure situations with frustrated drivers facing on-the-road challenges, maintaining a calm, professional, and empathetic demeanor.
- Consistently met or exceeded key performance indicators (KPIs), including Average Handle Time (AHT) and Customer Satisfaction (CSAT) targets.
- Navigated internal CRM tools and proprietary software simultaneously to log accurate ticket details while maintaining engaging verbal communication.
- Implemented process improvements that reduced response times and increased overall service efficiency.
Education
Universidad del Valle, seccional BuenaventuraBuenaventura, Colombia
Bachelor of Arts (BA)
01.2025
University Overview
NEW GENERATION ACADEMYBuenaventura, Colombia
English Proficiency from English Language
01.2026
University Overview
Skills
Ticketing systems
Conflict resolution & de-escalation
Customer support & retention
Active listening & empathy
Attention to detail
Real-time troubleshooting
Logistics & route support
Dispatch coordination
Order tracking
Service recovery
Timeline
Costumer Services
Teleperformance
02.2026 - 07.2026
Universidad del Valle, seccional Buenaventura
Bachelor of Arts (BA)
NEW GENERATION ACADEMY
English Proficiency from English Language