Erick Nicolas Ojeda Sandoval
Bogota
Summary
Dynamic customer service professional with a proven track record at Foundever, excelling in problem resolution and customer relations. Skilled in Microsoft Excel, I enhanced customer loyalty through empathetic communication and efficient conflict resolution, contributing to a significant increase in repeat business. Committed to driving team success and improving customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Foundever
08.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Back Office Associate
Ubiquity Global Services
07.2023 - 03.2024
- Supported senior management by preparing detailed reports on business operations and performance metrics.
- Developed relationships with external vendors, negotiating contracts to secure better pricing and terms.
- Reduced operational costs by strategically identifying inefficiencies in workflows and implementing cost-saving measures.
- Proactively identified potential risks associated with transactions which helped avoid costly errors.
- Efficiently managed high volumes of incoming correspondence, prioritizing tasks based on urgency and importance.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns from clients.
- Maintained strict adherence to regulatory requirements within all aspects of back-office operations.
Customer Service Representative
IGT Solutions
07.2022 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Airtech Communications
02.2022 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Content Moderator
Teleperformance
11.2021 - 02.2022
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Enhanced efficiency of content review processes, increasing user safety online.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.
Education
Bachelor - Modern Languages
Universidad ECCI
BogotaHigh School Diploma -
Colegio Antonio Ricaurte De Ciudad Piamonte
Bogotá 12.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Microsoft Excel
- Customer satisfaction measurement
- Follow-up skills
- Product knowledge
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
French
Intermediate (B1)
German
Intermediate (B1)
Timeline
Customer Service Representative
Foundever
08.2024 - 02.2025
Back Office Associate
Ubiquity Global Services
07.2023 - 03.2024
Customer Service Representative
IGT Solutions
07.2022 - 02.2023
Customer Service Representative
Airtech Communications
02.2022 - 07.2022
Content Moderator
Teleperformance
11.2021 - 02.2022
Bachelor - Modern Languages
Universidad ECCI
High School Diploma -
Colegio Antonio Ricaurte De Ciudad Piamonte
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