Felipe Nájera
Client Service Agent
Bogotá,DC
Summary
Versatile Customer Service Professional with a robust background in operations management, seeking an exciting role in a dynamic environment. Leveraging over 4 years of experience, I excel in both delivering exceptional customer service and managing call center operations. Demonstrated ability to resolve complex customer issues, lead teams, and implement process improvements.
Overview
21
21
years of professional experience
63
63
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent
Group Cos
2024.09 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Bilingual Customer Service Agent
Qualfon
2023.08 - 2024.06
- Problem Resolution: Managed and resolved customer issues professionally and promptly, ensuring high levels of satisfaction
- Record Management: Maintained accurate records of customer interactions and transactions for effective follow-up
- Exceptional Service: Provided exceptional service to guarantee customer satisfaction and foster loyalty
- Product Assistance: Assisted customers with product selection and order placement, enhancing their shopping experience
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Collaborated with colleagues to share best practices for handling difficult customer interactions, fostering a supportive work environment.
- Contributed to company growth by upselling products and services when appropriate, increasing sales revenue.
- Received recognition for outstanding performance in effectively managing high-volume calls during peak hours.
- Increased client retention by providing exceptional bilingual support and building rapport with diverse clientele.
Marketing Analyst
Tubos Colmena
2023.02 - 2023.06
- Campaign Management: Managed and executed marketing campaigns to promote products and services, aligning these initiatives with customer needs
- Market Analysis: Analyzed market trends and competitor strategies to identify growth opportunities and improve customer satisfaction
- Digital Strategies: Developed and implemented digital marketing strategies to increase customer engagement
- Cross-functional Collaboration: Collaborated with cross-functional teams to optimize advertising and promotional efforts, ensuring effective communication with customers
- Market Research: Conducted market research and consumer surveys to gather valuable insights for strategic decision-making
- KPI Monitoring: Monitored and evaluated key performance indicators to measure the success of marketing initiatives and their impact on customer satisfaction
- Participated in ongoing professional development opportunities to stay current on best practices within the field of marketing analytics.
- Assessed KPIs to achieve in-depth understanding of campaign performance.
- Analyzed third-party data and investigated new growth opportunities.
- Created detailed reports for executive leadership outlining the success of specific campaigns, lessons learned, and recommendations for future improvements.
- Implemented A/B testing methods to refine ad copy, design elements, and landing page content for optimal performance.
- Collaborated with cross-functional teams to develop integrated marketing campaigns that aligned with company objectives.
- Developed comprehensive marketing strategies for increased brand awareness and customer engagement.
- Optimized paid search campaigns, resulting in improved conversion rates and reduced cost per acquisition.
- Contributed to annual budget planning process by analyzing past campaign performance metrics and forecasting future expenditures.
- Improved marketing campaign effectiveness by conducting thorough data analysis and identifying key performance indicators.
- Utilized CRM tools to monitor lead nurturing processes, ensuring timely follow-up actions were taken by appropriate team members.
- Recommended performance improvements based on KPI analysis.
Bilingual Customer Service Agent
Atento
2022.09 - 2023.02
- Inquiry Management: Managed customer inquiries and complaints, maintaining a high level of professionalism and courtesy
- Product Knowledge: Provided product knowledge and recommendations to enhance the customer experience
- Staff Training: Assisted in training new team members on customer service protocols
- Interdepartmental Collaboration: Collaborated with other departments to ensure customer satisfaction and retention
Bilingual Customer Service Agent
Concentrix
2021.12 - 2022.06
- High Volume Management: Managed a high volume of customer inquiries in a fast-paced call center environment
- Efficient Resolution: Resolved customer complaints efficiently and effectively to ensure high levels of satisfaction
- Effective Communication: Utilized strong communication skills to provide accurate and helpful information to customers
- Detailed Records: Maintained detailed records of customer interactions for reference and follow-up
Bilingual Customer Service Agent
Sitel
2021.02 - 2021.12
- Inquiry Management: Managed a high volume of customer inquiries, resolving issues efficiently
- Clear Communication: Provided accurate and helpful information to customers, maintaining detailed records of interactions
- Team Collaboration: Collaborated with team members to troubleshoot and resolve customer issues promptly
Bilingual Customer Service Agent
Teleperformance
2020.04 - 2021.01
- Inquiry Management: Managed customer inquiries and resolved issues promptly and efficiently
- Order Processing: Processed orders and handled customer complaints, providing excellent customer service
- Loyalty Programs: Assisted with sales transactions and promoted customer loyalty programs to increase retention
- Team Collaboration: Collaborated with team members to ensure customer satisfaction
Marketing and Advertising Director
Esigme SAS
2015.12 - 2019.07
- Campaign Management: Managed and executed successful marketing campaigns for a variety of clients, ensuring customer satisfaction
- Market Analysis: Analyzed market trends and competitor behavior to develop strategic marketing plans
- Stakeholder Relationships: Established and maintained relationships with key stakeholders to drive brand awareness
- Team Leadership: Led cross-functional teams to achieve project goals and deliver high-quality marketing materials
- Digital Marketing Optimization: Optimized digital marketing efforts through data analysis and A/B testing
- Innovative Strategies: Developed and implemented innovative marketing strategies to increase customer engagement
- Sales Collaboration: Collaborated with sales teams to align marketing initiatives with business objectives
- Performance Monitoring: Monitored and reported on campaign performance metrics to measure effectiveness and make data-driven adjustments
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Streamlined marketing processes for improved efficiency and cost savings.
- Managed high-performing teams through goal setting, performance tracking, and ongoing coaching.
- Developed creative advertising concepts to captivate target audiences and drive sales growth.
- Enhanced customer engagement through the creation of targeted social media content and advertising initiatives.
- Coordinated trade shows participation contributing to increased lead generation.
- Established strong relationships with key industry influencers to expand brand reach and credibility.
- Organized impactful promotional events that generated positive buzz around products or services offered by the company.
- Optimized digital marketing efforts with data-driven insights, leading to improved conversion rates and return on investment.
- Conducted thorough market research to identify opportunities for product expansion and new market entry.
- Negotiated favorable contracts with media partners for more cost-effective ad placements, achieving significant budget savings.
- Launched successful email marketing campaigns that improved customer retention rates and lifetime value.
- Designed visually appealing promotional materials that effectively communicated brand messaging and value propositions.
- Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased market share.
- Tracked KPIs diligently ensuring timely reporting of campaign performance indicators.
- Developed integrated public relations strategies that elevated brand reputation and earned valuable media coverage.
- Monitored competitor activities closely to inform strategic decision-making and maintain a competitive edge within the industry.
- Developed campaigns, led design, and tracked results.
- Worked closely with clients to design effective promotions to meet customer needs and exceed sales goals.
- Developed advertising tactics and implemented new solutions for increased brand awareness.
- Used environmentally-conscious marketing strategies for traditional products.
Market Analyst
Latin Internet Technology SAS(comprame.com)
2015.02 - 2015.08
- Conducted market research and analysis to identify trends and opportunities
- Collaborated with cross-functional teams to develop and implement marketing strategies
- Created and maintained financial models to forecast market trends
- Interpreted and communicated data to support decision-making processes
- Managed client relationships and provided tailored investment recommendations
- Analyzed competitors and market dynamics to inform business strategies
- Developed marketing materials and presentations for client meetings
- Utilized data analytics tools to track and evaluate market performance
Executive Assistant
Futuro Laboral EST
2012.04 - 2013.12
- Managed executive calendars, appointments, and travel arrangements
- Coordinated meetings, prepared agendas, and took meeting minutes
- Drafted and reviewed correspondence and reports for accuracy and professionalism
- Maintained confidential files and records, ensuring data security and privacy
- Supported executive team with project management and deadline tracking
- Organized and maintained office supplies, inventory, and vendor relationships
- Provided administrative support to multiple departments, handling confidential information with discretion
- Developed and implemented efficient office procedures to streamline workflow and increase productivity
Marketimg Assistant
AYM Mensajeria
2005.03 - 2007.12
- Managed media accounts and created engaging content for a startup company
- Developed and executed email marketing campaigns to drive website traffic and increase conversions
- Conducted market research to identify trends and opportunities for product positioning
- Collaborated with cross-functional teams to launch and promote new products and services
- Assisted in planning and executing events and trade shows to increase brand awareness
- Created and maintained a marketing calendar to ensure timely execution of campaigns and promotions
- Monitored and analyzed key performance indicators to optimize marketing strategies and tactics
- Provided support in creating marketing materials such as brochures, flyers, and presentations
Cashier
Grupo exito
2004.01 - 2004.07
- Managed cash transactions with accuracy and efficiency
- Provided excellent customer service to enhance shopping experience
- Handled customer inquiries and resolved issues in a timely manner
- Operated POS system and processed payments
- Maintained cleanliness and organization of cash register area
- Assisted with inventory management and restocking supplies
- Collaborated with team members to ensure smooth operations
- Adhered to company policies and procedures for cash handling
Education
MBA - Marketing, Publicidad, RR.SS, RR.PP
Escuela De Negocios Europea De Barcelona (ENEB)
Barcelona, España 2023.05 - 2026.01
GED -
EOI (Escuela De Organización Industrial)
Bogota, Colombia 2001.05 - 2015.01
GED -
Politécnico De Colombia
Bogota, Colombia 2001.05 - 2015.01
GED -
Politécnico De Colombia
Bogotá 2001.05 - 2015.01
GED -
Unitec
Bogota, Colombia 2001.05 - 2012.01
Associate of Applied Science - Marketing
Unitec
Bogota, Colombia 2009.05 - 2012.01
GED -
Percomputo
Bogota, Colombia 2001.05 - 2003.01
High School Diploma -
Colegio Bilingüe Beth Shalom
Bogota, Colombia 1996.05 - 2001.01
Skills
Customer service
Call control
Information verification
Complaint handling
Problem resolution
Task prioritization
Microsoft office suite proficiency
Team collaboration
Staff evaluation
Recruitment and hiring
Maintenance oversight
Team development
Team leadership
Facilities inspection
Lenguages
Spanish: Native (C2)
English: Professional (B2)
Timeline
Customer Service Agent
Group Cos
2024.09 - Current
Bilingual Customer Service Agent
Qualfon
2023.08 - 2024.06
MBA - Marketing, Publicidad, RR.SS, RR.PP
Escuela De Negocios Europea De Barcelona (ENEB)
2023.05 - 2026.01
Marketing Analyst
Tubos Colmena
2023.02 - 2023.06
Bilingual Customer Service Agent
Atento
2022.09 - 2023.02
Bilingual Customer Service Agent
Concentrix
2021.12 - 2022.06
Bilingual Customer Service Agent
Sitel
2021.02 - 2021.12
Bilingual Customer Service Agent
Teleperformance
2020.04 - 2021.01
Marketing and Advertising Director
Esigme SAS
2015.12 - 2019.07
Market Analyst
Latin Internet Technology SAS(comprame.com)
2015.02 - 2015.08
Executive Assistant
Futuro Laboral EST
2012.04 - 2013.12
Associate of Applied Science - Marketing
Unitec
2009.05 - 2012.01
Marketimg Assistant
AYM Mensajeria
2005.03 - 2007.12
Cashier
Grupo exito
2004.01 - 2004.07
GED -
EOI (Escuela De Organización Industrial)
2001.05 - 2015.01
GED -
Politécnico De Colombia
2001.05 - 2015.01
GED -
Politécnico De Colombia
2001.05 - 2015.01
GED -
Unitec
2001.05 - 2012.01
GED -
Percomputo
2001.05 - 2003.01
High School Diploma -
Colegio Bilingüe Beth Shalom
1996.05 - 2001.01