Open To Work
Daniel Eduardo Mora Lievano
Bogotá D.C.,Colombia
Summary
Bilingual Customer Service professional with over 1 year and 8 months of experience in call center operations at Teleperformance Colombia. Skilled in billing, technical support, and customer experience management. Includes 5 months as a Quality Assurance (QA) Analyst. Fluent in English (B2+) and Spanish (native), with strong proficiency in Zendesk, Salesforce, Netracer, and Amadeus. Recognized for excellent communication, problem-solving, attention to detail, and commitment to delivering high-quality service.
Overview
2
2
years of professional experience
4047
4047
years of post-secondary education
Work History
Quality Assurance (QA) Analyst
Teleperformance Colombia S.A.S.
Bogotá, Colombia
10.2025 - 02.2026
- Monitored and evaluated customer service calls to ensure compliance with quality standards and company procedures.
- Provided constructive feedback to agents to improve performance and service delivery.
- Analyzed call recordings and performance metrics to identify trends and training opportunities.
- Contributed to maintaining high service quality through detailed QA reporting and process improvement recommendations.
Customer Service Representative / Call Center Agent
Teleperformance Colombia S.A.S.
Bogotá, Colombia
08.2024 - 02.2026
- Provided excellent customer service through inbound calls, handling billing inquiries, account management, and technical support issues.
- Efficiently resolved customer problems while ensuring a positive and professional experience.
- Utilized Zendesk and Salesforce to manage customer interactions, update records, and track cases accurately.
- Performed network diagnostics and troubleshooting using Netracer.
- Managed reservations and travel-related processes using the Amadeus system.
- Consistently met key performance indicators (KPIs) for call resolution time, quality, and customer satisfaction.
Education
High School Diploma -
B2+ English Certification -
Skills
- Spanish
- English
- Zendesk
- Salesforce
- Netracer
- Amadeus
- Customer Service
- Technical Support
- Quality Assurance
- Call Monitoring
- Fast Learner
- Teamwork
- Collaboration
- Problem-Solving
- Adaptability
- Verbal Communication
- Written Communication
- Attention to Detail
- Empathy
- Emotional Intelligence
- Time Management
- Multitasking
References
Jorge Leonel Baquero Alba, 317 419 0103, Oscar Orlando Mora Cruz, 317 236 9770, Robert James Caro Anzola, Major Sergeant, Colombian National Army, 313 318 0132, Maria Neldy Cortes Tautiva, 320 401 4879
Personal Information
- Identification Number: 1.021.670.905
- Date of Birth: 04/28/06
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteSalary Range
$50000/yr - $200000/yrTimeline
Quality Assurance (QA) Analyst - Teleperformance Colombia S.A.S.
10.2025 - 02.2026
Customer Service Representative / Call Center Agent - Teleperformance Colombia S.A.S.
08.2024 - 02.2026
St. Joseph's Collegiate - High School Diploma,
American School Way - B2+ English Certification,