Summary
Overview
Work History
Education
Skills
Websites
References
Languages
Tools And Platforms
Languages
Timeline
Generic

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, Venezuela
01.2014

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

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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Kellyn Sanchez Carrasquel