Summary
Overview
Work History
Education
Skills
Software
Timeline
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Daniel Higuita

Agent
Cali

Summary

Experienced professional with a strong background in customer support, skilled in problem-solving, communication, and conflict resolution. Known for collaborative teamwork and adaptability in meeting changing demands to achieve successful results. Specializes in managing high volumes of inquiries, providing technical support, and ensuring customer satisfaction. Dependable and creative, consistently exceeding expectations in fast-paced, high-pressure environments.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Tech Support Agent

5ca
06.2024 - Current
  • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
  • Enhanced customer satisfaction by effectively addressing and resolving support issues.
  • Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.

Customer Service Representative

IntouchCX
05.2023 - 05.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.

Subject Matter Expert

TaskUs
07.2021 - 03.2023
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Mentored junior team members, contributing to their professional growth and development.

Customer Service Supervisor

Sitel De Colombia
11.2019 - 06.2021
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Actively supported service associates by quickly responding to questions via phone and finding appropriate solutions to customer issues.

Education

Foreign Languages Bachelor Degree (English-French) - Bilingual Education

Universidad Santiago De Cali
Santiago De Cali, Colombia
05.2001 -

Skills

CRM software

Customer relationship management

Training and coaching

Computer skills

SLA compliance

Problem-solving skills

Teamwork and collaboration

Active listening

Adaptability

Software

Microsoft Office

Timeline

Tech Support Agent

5ca
06.2024 - Current

Customer Service Representative

IntouchCX
05.2023 - 05.2024

Subject Matter Expert

TaskUs
07.2021 - 03.2023

Customer Service Supervisor

Sitel De Colombia
11.2019 - 06.2021

Foreign Languages Bachelor Degree (English-French) - Bilingual Education

Universidad Santiago De Cali
05.2001 -

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