Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Carlos Rodríguez

Bogotá

Summary

Experienced and skilled inbound customer service team leader with a bachelor's degree in social communication, providing high-quality service to customers, and being successful at addressing and meeting client needs.

Overview

13
13
years of professional experience

Work History

Client Account Manager

Adp- Automated Data Processing
12.2023 - 02.2024
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
  • Leveraged data-driven insights to optimize account performance and identify trends over time.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.

Team Manager

SGS Colombia Holding SAS
03.2023 - 08.2023
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
  • Cultivated positive, productive team environments, resolving conflicts quickly
  • Led employee relations through effective communication, coaching, training, and development
  • Delivered regular team meetings for aligned work towards common goals
  • Daily real-time reports, reporting to management about the team's development
  • This included schedule adherence, readouts of previous week's performance and areas of opportunity detected.
  • Evaluated employee performance on a weekly basis and coached and trained 20 team members, increasing quality of work and employee motivation.

Senior Associate Account Management

SGS Colombia Holding SAS
09.2020 - 03.2023
  • Effectively coordinated daily BPO management operations, resulting in greater productivity and higher levels of customer satisfaction, such as NPS, THT, TO, Aux State, ERT
  • Trained and supported new team members, maintaining culture of collaboration
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.

Customer Service Consultant

SGS Colombia Holding SAS
07.2019 - 09.2020
  • Gained in-depth understanding of company products, systems and policies to give customers expert support
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
  • Communicated with management about trends in customer calls to help team efficiency and success
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.

Client Services Coordinator

Fuller Mantenimiento
09.2017 - 07.2019
  • Served as an experienced and motivated cleaning service coordinator for many hospitals and other companies in general
  • Worked collaboratively with all personnel to ensure administrative tasks were handled properly
  • Designed daily schedules for cleaning operators, considering each worker's skills, activities and workload
  • Checked the attendance for operators during every service assigned
  • Managed a daily budget for operators during long-term services that required transportation and meals
  • Collaborated with other departments to develop ways to increase customer satisfaction
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Tennis Coach

Dakar Tennis Academy
03.2011 - 07.2017
  • Promoted positive environment for all athletes, which helped to diminish stress and increase enthusiasm
  • Explained and demonstrated basic tennis techniques to team members
  • Prepared athletes for special competitions and tournaments
  • Challenged athletes by consistently using positive reinforcement and gentle criticism
  • Coached established tennis players in advanced game techniques and competition strategies
  • Expanded professional knowledge and expertise through annual coaches' clinic participation.

Education

Social Communication, Corporate Communication -

Universidad Santa Maria - Venezuela
Barinas Venezuela
03.2011

Skills

  • Microsoft Office
  • Multitasking
  • Adaptability
  • Analytical
  • Written Communication
  • Effective communication
  • Critical thinking
  • Productive
  • Leadership
  • Complex Problem Solving
  • Methodical
  • Team Player

Languages

English
Spanish

Timeline

Client Account Manager

Adp- Automated Data Processing
12.2023 - 02.2024

Team Manager

SGS Colombia Holding SAS
03.2023 - 08.2023

Senior Associate Account Management

SGS Colombia Holding SAS
09.2020 - 03.2023

Customer Service Consultant

SGS Colombia Holding SAS
07.2019 - 09.2020

Client Services Coordinator

Fuller Mantenimiento
09.2017 - 07.2019

Tennis Coach

Dakar Tennis Academy
03.2011 - 07.2017

Social Communication, Corporate Communication -

Universidad Santa Maria - Venezuela
Carlos Rodríguez