Brian Alejandro Mesa Herrera
Bogotá
Summary
A technology-driven customer experience expert with a proven track record in the customer service industry since 2015. I have worked with leading telecommunications companies, refining my skills in delivering exceptional customer service. I excel at executing tasks and implementing action plans to drive team performance. My ability to analyze qualitative and quantitative data from various sources enables me to develop effective improvement strategies in collaboration with diverse teams. With advanced research and data analysis skills, along with a proactive approach to learning and teamwork, I am confident in my ability to contribute to your organization's success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Solutions Manager (ASSOC MGR-DATA ANALYTICS)
Sutherland Global Services
09.2020 - Current
- Implemented data-driven strategies to identify areas of improvement in customer support processes.
- Analyze large data bases on both excel and power bi to identify key areas of opportunity for the company to increase both the customers satisfaction and resolution rates.
- Identified patterns in customer inquiries, leading to the development of targeted training programs for support staff.
- Collaborated with cross-functional teams to develop comprehensive solutions for common customer challenges.
- Developed long-term relationships with clients by providing consistent, reliable support and fostering trust in our company''s commitment to their success.
- Established measurable goals and tracked progress towards meeting them, driving continuous improvement efforts within the department.
- Continuously learning and keeping the team up to date with latest technologically advances from one of the top telecom companies in the U.S. in order to maintain a top class customer service.
- Created a knowledge base for the support team, reducing time spent researching answers to common questions.
- Decreased response times by optimizing workflows and assigning tasks based on individual strengths and expertise.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
Supervisor / Team Manager
Sutherland Global Services
11.2018 - 09.2020
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
Technical Support Representative- T-Mobile
Sutherland Global Services
03.2018 - 10.2018
- Provided remote assistance to customers experiencing technical difficulties with telecom services and mobile devices, guiding them through step-by-step resolutions with patience and professionalism.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques and the company´s specific troubleshooting tools enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Bilingual Tech Customer Service Representative
SITEL DE COLOMBIA S.A
05.2015 - 11.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilize different logic workflows and company software tools to troubleshoot diverse technical issues
- Handled high volume of escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information .
Education
No Degree - Social Sciences
Universidad Colegio Mayor De Nuestra Señora Del Rosario
Bogota, Colombia11.2016
High School Diploma -
Colegio Diocesano Ricaurte
Fusagasuga, Colombia01.2007
Skills
- Microsoft Excel: Upper-Intermediate
- Power Bi
- Strategic problem-solving
- Customer Service
- Customer Relations
- Training and mentoring
- Customer Advocacy
- Strategic Planning
Accomplishments
- Member of 1% top performers on the site as tech support representative (2018)- Sutherland.
- Member of 1% of top performers on the site as Supervisor for Q3 and Q4 (2019)
Professionalreferences
- Jairo Saboya, Supervisor - Coach, Campaña Comcast SITEL de Colombia S.A., 3203853804
- Miguel Herrera, Supervisor - Coach, Campaña Comcast SITEL de Colombia S.A., 3192471779
Personal Information
- ID Number: CC. 1069734150
- Date of Birth: 11/28/90
Landlinephone
6017150613
References
- Rodrigo Cáceres Esteban, Zootecnista, CC.82.389.506, 3208305157
- José Oswaldo Gómez Ballén, Ingeniero Biomédico y Electrónico, CC. 779.565.413, 3003776051
- Yesid Rojas Gutierrez, Líder del área eléctrica ENGENERGY SAS., 6600741 - 3154514237
Training
- Formación tecnopedagógica en ambientes virtuales de aprendizaje blackboard 9.1, SENA Virtual, 03/01/14
- Manejo de herramientas informáticas Microsoft Office 2010: Excel, SENA Virtual, 05/01/14
- Taller de Comunicación “Código de Acceso”, El Tiempo, 06/01/08 - 02/28/09
- Upper Intermediate 3, British Council, 01/01/08 - 12/31/08
- English for Foreigners, Callan School, 06/01/07 - 08/31/07
Languages
Spanish
Native language
English
Upper intermediate
B2
Certification
Formación tecnopedagógica en ambientes virtuales de aprendizaje blackboard 9.1
SENA Virtual
Marzo -2014.
Manejo de herramientas informáticas Microsoft Office 2010: Excel
SENA Virtual
Mayo – 2014.
Taller de Comunicación “Código de Acceso”
El Tiempo
Jun. 2008 - Feb. 2009.
Upper Intermediate 3. British Council.
Bogotá, Ene. – Dic (2008)
English for Foreigners
Callan School
Londres, Junio - Agosto (2007)
Timeline
Customer Solutions Manager (ASSOC MGR-DATA ANALYTICS)
Sutherland Global Services
09.2020 - Current
Supervisor / Team Manager
Sutherland Global Services
11.2018 - 09.2020
Technical Support Representative- T-Mobile
Sutherland Global Services
03.2018 - 10.2018
Bilingual Tech Customer Service Representative
SITEL DE COLOMBIA S.A
05.2015 - 11.2017
No Degree - Social Sciences
Universidad Colegio Mayor De Nuestra Señora Del Rosario
High School Diploma -
Colegio Diocesano Ricaurte
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