GIANCARLO DURAN PARDO
Customer Service Rep And Virtual Assistant
Bucaramanga
Summary
I am a customer service professional with over 5 years of experience in sales, tech support, and providing exceptional on- and offline support. Skilled in conflict resolution and building strong customer relationships, I am proficient in using platforms such as Microsoft Office Suite, Podio, Google Calendar, Meets, and Zoom. I excel at clearly conveying the benefits of products and services while attentively addressing customer needs to ensure satisfaction.
Overview
6
6
years of professional experience
14
14
years of post-secondary education
Work History
Bilingual Customer Service Representative
Amazon
Bucaramanga, Colombia (Remote)
09.2024 - 12.2024
- Enhanced customer satisfaction by addressing and resolving complex inquiries through empathetic listening, timely problem resolution, and personalized attention in both English and Spanish languages.
- Managed high-volume inbound calls (100+ daily), effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
SMS Coordinator
The TC Group
01.2022 - 08.2022
- Responded to customer interactions within an average of 2 minutes, delivering high-quality service and achieving a 98% satisfaction rate.
- Completed and shared customer insight reports weekly, providing actionable data that increased cross-team efficiency by 15% and contributed to a 10% rise in upselling opportunities.
- Mastered company standard scripts, quickly adapting language and tone to fit diverse customer scenarios, leading to a 20% reduction in resolution time.
- Identified potential sales or business opportunities in 35% of customer interactions, significantly contributing to lead generation and revenue growth.
Tier 1 SMS Coordinator and Copywriter Jr
8020REI LLC
Remote, Colombia
07.2020 - 12.2021
- Responded to over 30000 incoming SMS messages monthly, qualifying 15% of potential leads for further engagement.
- Developed and optimized over 60 tailored templates, effectively communicating ideas and services in a friendly yet professional tone, improving customer response rates by 25%.
- Completed detailed reports and responses, consistently exceeding expectations, which enhanced service quality and contributed to a 10% increase in customer satisfaction.
- Trained 10+ new hires on company policies, procedures, and compliance guidelines, leading to a 25% reduction in onboarding time and ensuring adherence to company standards.
Customer Support Associate II Health Care Campaign
Convergys Customer Management Colombia S.A.S
01.2019 - 02.2020
- Provided prompt customer support, handling over 100 inquiries daily with a professional, friendly, and patient attitude, resulting in a 95% customer satisfaction rate.
- Listened to, diagnosed, and resolved over 90% of customer inquiries on the first interaction, guiding users through step-by-step solutions, which reduced follow-up calls by 20%.
Education
Some College (No Degree) - English
Industrial University of Santander
Bucaramanga 01.2014 - 01.2016
High School Diploma -
National Technical Institute of Commerce
Bucaramanga, SAN 01.2002 - 11.2013
Skills
Active listening
Customer service
Customer relations and communications
Spanish translation
CRM systems
Problem-solving
Multitasking and organization
Relationship building
Fluent bilingualism
Calendar management
Timeline
Bilingual Customer Service Representative
Amazon
09.2024 - 12.2024
SMS Coordinator
The TC Group
01.2022 - 08.2022
Tier 1 SMS Coordinator and Copywriter Jr
8020REI LLC
07.2020 - 12.2021
Customer Support Associate II Health Care Campaign
Convergys Customer Management Colombia S.A.S
01.2019 - 02.2020
Some College (No Degree) - English
Industrial University of Santander
01.2014 - 01.2016
High School Diploma -
National Technical Institute of Commerce
01.2002 - 11.2013