Salesforce
Luis Bustamante
Customer Service Specialist
Medellin
Summary
Customer service and billing oriented, quick to adapt to fast -paced environments and situations, able to work on any given customer service-related position, with more than 6 years of experience in this area, having won performance bonuses, praise and promotions due to my high-quality work as well as my solid communication skills.
Overview
7
7
years of professional experience
1
1
Certification
2
2
Languages
Work History
Intake Coordinator
James Immigration Law
Medellin, Colombia
04.2025 - 07.2025
- Managed communications with leads interested in U.S. immigration legal services, primarily via phone calls, using Aircall.
- Registered interactions with leads using HubSpot for record-keeping.
- Gathered relevant information to facilitate the sale of consultations for a deeper legal assessment.
- Engaging with leads through platforms like Facebook and WhatsApp.
Senior Billing Specialist
Securitas Technology
Medellin, Colombia
03.2024 - 04.2025
- Responsible for resolving customer invoicing issues.
- Proactively maintaining accounts, using SAP S4 HANA to prevent billing problems.
- Daily distribution of workflow within the team.
- Collaboration with multiple teams to ensure the resolution of customers' issues.
Senior Customer Service Specialist
Stanley Black & Decker/Securitas Technology
Medellin, Colombia
10.2020 - 03.2024
- Supervised team operations in the absence of leadership.
- Developed and implemented comprehensive training guides for SAP software, earning an award diploma.
- Enhanced customer support processes by integrating Salesforce and Five9 Softphone.
- Conducted performance evaluations to identify areas for improvement and training needs.
- Utilized SAP S/4 HANA for account issues investigation and resolution.
- Collaborated with cross-functional teams to streamline service delivery and improve customer satisfaction.
Customer Service Specialist
Stanley Black & Decker
Medellin, Colombia
02.2020 - 10.2020
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions via email.
- Provided support to teammates in handling challenging customer interactions.
- Gathered documentation requested by customer such as contracts, invoices, credit memos and service tickets reports.
Customer Service Representative
Stanley Black & Decker
Medellin, Colombia
10.2018 - 02.2020
- Resolved customer issues, questions, and concerns with empathy through phone and email communication.
- Reviewed contractual documentation to ensure accuracy and compliance.
- Managed customer interactions using Salesforce, and handled calls through Five9.
- Trained new team members on customer service protocols and software tools.
- Analyzed customer feedback to enhance service delivery and product quality.
Education
High School Diploma -
11-2014
Skills
Customer service
Call center experience
CRM software
Complaint handling
Documentation review
Active listening
Call control
Email support
Attention to detail
Payment processing
Invoice processing
Follow-up skills
Software
SAP S/4 HANA
Five9
Microsoft Teams
Slack
Aircall
Hubspot
Excel
Certification
TOEFL iBT
Timeline
Intake Coordinator - James Immigration Law
04.2025 - 07.2025
Senior Billing Specialist - Securitas Technology
03.2024 - 04.2025
Senior Customer Service Specialist - Stanley Black & Decker/Securitas Technology
10.2020 - 03.2024
Customer Service Specialist - Stanley Black & Decker
02.2020 - 10.2020
Customer Service Representative - Stanley Black & Decker
10.2018 - 02.2020
TOEFL iBT
06-2018
Institucion Educativa Emiliano Garcia - High School Diploma,