Summary
Work History
Education
Skills
Languages
Timeline
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Ledley Duarte

Bilingual Advisor
Bogota D.C

Summary

Skilled Loyalty Specialist and Apple Technical Advisor, adept in customer experience design and retention marketing. Excelled at Teleperformance by fostering client loyalty and at Apple by resolving complex technical issues, enhancing customer satisfaction. Proven mentorship and advanced CRM tool proficiency underscore a commitment to growth and excellence in customer service.

Work History

Loyalty Specialist

Teleperformance
92, Ac. 26 #32 Bogota D.C Colombia (Remote)
08.2024 - Current
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Developed strong relationships with clients through regular communication and excellent customer service.
  • Streamlined communication with customers through various channels, increasing responsiveness and positive feedback rates.

Apple Technical Advisor

Apple
Remote
08.2024 - Current
  • Kept up-to-date on industry trends, emerging technologies, and new product releases to better serve customers'' needs.
  • Conducted comprehensive product training sessions for new Technical Advisors to ensure consistent quality of support across the team.
  • Developed expert knowledge of Apple products, software, and services to provide authoritative advice to customers.
  • Cultivated a positive work environment by actively participating in team-building activities, sharing knowledge, and providing constructive feedback to peers.
  • Resolved complex technical issues by utilizing diagnostic tools and collaborating with cross-functional teams.
  • Managed escalated cases efficiently, liaising with senior advisors when necessary to achieve successful outcomes.

Education

Diploma - English Education

American School Way
Bogota D.C Colombia
05.2001 -

High School Diploma -

Liceo Britanico Charles Darwin
Bogota D.C Colombia
05.2001 -

Skills

Customer Surveys

Social Media Engagement

Customer Feedback Analysis

Retention Marketing

Customer Experience Design

Customer service training

Languages

Spanish
Native language
Spanish
Advanced
C1
English
Upper intermediate
B2

Timeline

Loyalty Specialist

Teleperformance
08.2024 - Current

Apple Technical Advisor

Apple
08.2024 - Current

Diploma - English Education

American School Way
05.2001 -

High School Diploma -

Liceo Britanico Charles Darwin
05.2001 -

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