David Robles Rinaldy
Bogotá,DC
Summary
Driven by a commitment to excellence, I leveraged audit processes and teamwork at Optum to enhance quality and performance, achieving significant improvements in customer satisfaction. My expertise in data analysis and a positive attitude enabled me to resolve complex issues efficiently, fostering a culture of continuous improvement and good customer service. Throughout all my work experience, I consider myself to be a very discipline and responsible person who likes placing in other people´s shoes, so I can perform my job with care not only towards the my job results but also my teammates.
Overview
8
8
years of professional experience
Work History
Quality Analyst
Optum
11.2023 - 05.2024
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Bilingual Customer Service Representative
Optum
09.2023 - 05.2024
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Technical Support Representative
Teleperformance Colombia
08.2019 - 05.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Customer Care Representative
Sitel
10.2018 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders, providing energy solutions and assistance with billing issues.
Sales Agent
Concentrix
03.2018 - 10.2018
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of telecommunication services to promote sales.
Chat Agent
Teleperformance
01.2016 - 01.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Efficiency was key to be able to assist multiple customers at the same time with fast and accurate resolutions.
Education
High School Diploma -
FUNDACION HOGAR NUEVA GRANDA
Bogotá, Colombia12.2014
Skills
- Audit processes
- Quality Improvement
- Quality processes
- Data Analysis
- Continuous Improvement
- Teamwork and Positive Attitude
- Customer Service
- Documentation skills
- Technical Support
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Quality Analyst
Optum
11.2023 - 05.2024
Bilingual Customer Service Representative
Optum
09.2023 - 05.2024
Technical Support Representative
Teleperformance Colombia
08.2019 - 05.2022
Customer Care Representative
Sitel
10.2018 - 08.2019
Sales Agent
Concentrix
03.2018 - 10.2018
Chat Agent
Teleperformance
01.2016 - 01.2017
High School Diploma -
FUNDACION HOGAR NUEVA GRANDA
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