Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Luis Bustamante

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 -

Institucion Educativa Emiliano Garcia, Girardota, Colombia
11-2014

Skills

Customer service

Software

Salesforce

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,

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Luis BustamanteCustomer Service Specialist