Carlos Eduardo Fiquitiva Ramirez
Bilingual Agent-Supervisor
Chia, Cundinamarca
Summary
Ambitious Supervisor Trainee prepares for future supervisory responsibilities by completing basic operations and management skills training while learning about key aspects of business. Demonstrates strong service quality ethic through personal example and thorough understanding of role in meeting or exceeding customer expectations. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Bilingual Mentor/Supervisor Trainee
Sitel Colombia
Bogota
02.2022 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed quality employees within call center to take over leadership positions.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Bilingual Customer Service Specialist/Youth Mentor Team Leader
Sitel Colombia
Bogota
01.2021 - 02.2022
- Communicated with management when customer issues escalated and worked to find resolutions.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Achieved and maintained departmental performance standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Help other associates regrading inquiries to the client product and correct procedures.
Bilingual Agent
Sitel Colombia
Bogota
03.2020 - 12.2020
- Prepared complete and accurate work and notated accounts in requested language.
- Greeted customers courteously and professionally using agreed-upon procedures and most understandable language.
- Maintained advanced knowledge of client products and services and tracked, documented and retrieved information in call tracking database.
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Customer service via chat/email, solving billing
inquires and general tech support for customers
located in the U.S. Also, selling new products to
amplify the current portfolios of service. - Clarified customer requirements, probed for understanding and used decision-support tools and resources to appropriately offer resolution to customer.
Customer Service and Digital Network Admon
The Box RX crossfit
Bogota
01.2017 - 11.2017
- Received and processed stock into inventory management system.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked with customers to understand needs and provide excellent service.
- Customer service face to face, providing information and selling training plans.
Education
High School Diploma -
Instituto Pedagógico La Real Sociedad
Bogota 02.2015 - 11.2019
Human Resources -
Politecnico Internacional Grancolombiano
Bogota 03.2020 - Current
Skills
Bilingual Spanish/English
Timeline
Bilingual Mentor/Supervisor Trainee
Sitel Colombia
02.2022 - Current
Bilingual Customer Service Specialist/Youth Mentor Team Leader
Sitel Colombia
01.2021 - 02.2022
Bilingual Agent
Sitel Colombia
03.2020 - 12.2020
Human Resources -
Politecnico Internacional Grancolombiano
03.2020 - Current
Customer Service and Digital Network Admon
The Box RX crossfit
01.2017 - 11.2017
High School Diploma -
Instituto Pedagógico La Real Sociedad
02.2015 - 11.2019
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