Kellyn Sanchez Carrasquel
Medellín
Summary
Customer service and education professional with over 8 years of experience in high-volume environments including insurance, security and education. Recognized for resolving complex issues, mentoring peers, and leading teams to exceed performance metrics. Promoted multiple times for excellence in CSAT, QA, and productivity. Fluent in English and Spanish, with strong communication and coaching skills.
Overview
8
8
years of professional experience
Work History
Customer Service Contractor
The Functionary
08.2023 - Current
- Delivered support to clients via Zendesk and Salesforce, maintaining top QA and CSAT scores.
- Handled 30+ daily tickets across email and live channels; composed custom responses for complex cases.
- Promoted to Insurance Department for outstanding performance; managed policy-related inquiries and claim support.
- Mentored peers on technical cases to improve accuracy and resolution outcomes.
Team Lead (Supervisor)
Teleperformance
01.2021 - 05.2023
- Led a team of 15 agents; ensured CSAT, QA, and productivity KPIs were consistently met.
- Created and delivered training programs, reducing onboarding time by 20%.
- Conducted performance reviews and implemented coaching plans, increasing CSAT by 15%.
- Supported interview processes to select high-performing candidates.
Customer Support Agent
Teleperformance
Medellín
01.2020 - 01.2021
- Provided bilingual support for a payments platform, assisting 50+ customers daily.
- Worked in both security (handling fraud alerts and ATOs) and onboarding (verifying KYC documentation).
- Maintained CSAT scores above 85% and was promoted to Supervisor within a year.
Online English Teacher & Curriculum Designer
Inglés a tu Ritmo (Spain)
04.2017 - 01.2021
- Taught English to adult learners via Zoom and Google Meets in 1:1 and small-group sessions.
- Developed digital lesson plans tailored to student goals and learning styles.
- Provided regular feedback to improve fluency, pronunciation, and listening skills.
Education
TESOL Certificate -
01.2023
Technical Degree - Publicity and Marketing
College Institute "Rufino Blanco Fombona"
Miranda, Venezuela01.2014
Skills
- Customer Service & Technical Support
- QA & Performance Reviews
- CRM Tools (Zendesk, Salesforce)
- Training & Team Leadership
- Conflict Resolution
- Bilingual Communication (English/Spanish)
- Zendesk
- Salesforce
- Google Suite
- Microsoft Office
- Slack
- Zoom
Websites
References
Available upon request.
Languages
- English, Advanced (C1)
- Spanish, Native
Tools And Platforms
- Zendesk
- Salesforce
- Google Suite
- Microsoft Office
- Slack
- Zoom
Languages
Spanish
First Language
English
Advanced
C1
Timeline
Customer Service Contractor
The Functionary
08.2023 - Current
Team Lead (Supervisor)
Teleperformance
01.2021 - 05.2023
Customer Support Agent
Teleperformance
01.2020 - 01.2021
Online English Teacher & Curriculum Designer
Inglés a tu Ritmo (Spain)
04.2017 - 01.2021
TESOL Certificate -
Technical Degree - Publicity and Marketing
College Institute "Rufino Blanco Fombona"
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