Carlos David Torres Baquero
Senior Customer Service Representative | Operations Assistant | Training And Development
Bogota
Summary
Dynamic and results-oriented Customer Service Representative with a proven track record of providing exceptional service across various industries. Possesses extensive experience with leading companies. Adept at handling customer inquiries, resolving complex issues, and enhancing customer satisfaction. Brings a wealth of knowledge in financial services, e-commerce, telecommunications, and customer relationship management.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
3
3
Languages
Work History
Customer Care Analyst
Ubiquity Global Services
06.2022 - Current
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed over 50 interactions per day, multitasking skills and knowledge on time management for setting up priorities
Customer Service Representative
GSGLOBALES SCOTIABANK
08.2021 - 04.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Care Representative
Concentrix
02.2021 - 07.2021
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Cross-trained and backed up other customer service managers.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Utilized CRM systems to accurately track customer interactions and update account information.
Customer Service Advocate
Sitel
12.2019 - 02.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Client Care Representative
Rappi
02.2019 - 09.2019
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
High School Diploma -
I.E.D Nicolas Es Guerra
Bogota 01.2002 - 12.2014
Systems Technician -
Sena
Bogota 01.2017 - 12.2018
Skills
Administrative and Office Support
Adaptability and Flexibility
De-Escalation Techniques
Time Management
Report creation
Customer Account Management
Timeline
Customer Care Analyst
Ubiquity Global Services
06.2022 - Current
Customer Service Representative
GSGLOBALES SCOTIABANK
08.2021 - 04.2022
Customer Care Representative
Concentrix
02.2021 - 07.2021
Customer Service Advocate
Sitel
12.2019 - 02.2021
Client Care Representative
Rappi
02.2019 - 09.2019
Systems Technician -
Sena
01.2017 - 12.2018
High School Diploma -
I.E.D Nicolas Es Guerra
01.2002 - 12.2014