Carlos Sanchez
Customer Service Representative
Bogotá
Summary
I am a pragmatic and analytical person, focused on finding logical and appropriate solutions to everyday problems. Although I like to plan ahead, I understand that situations can change unexpectedly, so I also easily adapt to new scenarios. I value quality over quantity and know how to work consistently to meet my goals without incurring unnecessary overexertion or burnout.
Overview
2
2
years of professional experience
11
11
years of post-secondary education
Work History
Call Center Customer Service Representative
Foundever
03.2023 - 02.2024
- A third job in the customer service area was working for an employment agency or job board. The objective for my team was to take the first step in the hiring process for different jobs with eight different companies. It was a little difficult to adapt to the position because, even though we had various tools and programs available to take notes, schedule interviews, check calendar availability, and answer questions related to the selection process, we did not have much detailed information available. There was always a huge amount of information to process and organize, and in addition to this, we received a large number of calls throughout a regular workday. Learning on the job was essential.
Call Center Customer Service Representative
Qualfon
11.2022 - 03.2023
- Continuing with the customer service branch, this time I worked for an insurance company. Our role was to answer and resolve calls related to general inquiries about insurance policies, billing amounts, payment dates, and bill details. We explained to customers in detail the different concepts included in their bills, educated them on how to obtain new policies for new products, or extend coverage for existing ones. Additionally, as part of our tasks, we assisted other teams in simplifying information for more complex or elaborate customer requests. This included processing coverage claims, looking for options to decrease the monthly policy price, making changes to policy aspects and scenarios, and even initiating the process of policy cancellations or transferring customer data from one office to another. We were not just a first point of contact; we also served as a filter for the large volume of calls the insurance company received in general.
Customer Service Representative
Intouch CX-24/7 Intouch
04.2022 - 10.2022
- As my first job on the customer service line, i was part of the resolutions team, our main task was to work as intermediaries between the host and guests that were part of the tourist company, often looking to establish a communication bridge between them for solving the multiple issues that could present before, during and after the reservations, most of them being related with the quality of the place or the service provided by the host, and by following some specific protocols and always taking in account the information and examples of the possible scenarios available on the database, we needed to take the most impartial and fair solution for both of them and always having patience and empathy but at the same time steadiness and certainty for communicating the outcome, it was a job position that truly tested your patience and the way that you needed to talk to the people, even with the most stubborn and nasty people, you needed stay calm and sound as nice as possible
Education
High School Diploma -
Cafam School
Bogotá D.C 01.2010 - 12.2020
Skills
Objective Thinking
Pliancy and versatile
Interested on continuous development
Complaints Management
Creative
Team Work
Book Reading, Playing tabletop and videogames, writing books, stories and poems, meditation
Setting aside those hobbies I consider entirely rational, these activities help keep my creativity active. They provide a way for me to explore fictional worlds and their numerous elements, whether I am participating in them or creating them myself with a pencil.
Timeline
Call Center Customer Service Representative
Foundever
03.2023 - 02.2024
Call Center Customer Service Representative
Qualfon
11.2022 - 03.2023
Customer Service Representative
Intouch CX-24/7 Intouch
04.2022 - 10.2022
High School Diploma -
Cafam School
01.2010 - 12.2020
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