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 Venezuela03.2011
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
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