Summary
Overview
Work History
Education
Skills
Timeline
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MATEO GARCÍA BELTRÁN

MATEO GARCÍA BELTRÁN

Bogotá,DC

Summary

Detail-oriented individual with exceptional communication and project management skills. Offers extensive expertise in customer service, cross-sales, and B2C sales. Possesses a strong understanding of hardware, software, and networking concepts. Utilizes data and metrics effectively to identify patterns and improve support processes. Collaborates well with colleagues to share knowledge and solve complex issues. Demonstrates leadership abilities, attention to detail, and multitasking expertise in fast-paced environments. Possesses broad knowledge of call center procedures, customer handling, and agenda compliance. Excels in connecting with people and understanding their needs and wishes to provide an unforgettable service in every interaction.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Premier Support Solutions

Asurion
Bogotá, Bogota D.C.
08.2022 - Current
  • Mediation and Negotiation: The ability to navigate complex interactions and find resolutions that satisfy both the company and the customer.
  • Knowledge of Protection Plans: A thorough understanding of warranty and protection plan policies, terms, and conditions.
  • Research Skills: Proficiency in gathering detailed product and policy information from company resources or representatives
  • Maintain regular contact with Business and customer to get a better understanding of their plans and needs.
  • Assist customers with technical support for mobile and in home devices.
  • Offer different company products, services and protections plans when available.
  • Review terms and conditions of protection plans to determine if an specific peril is covered.
  • Explain products, services, prices and answer questions to the customers.
  • Create and taylor sales speeches to have a better connection with the customer according to their interest and needs.
  • Excellent Written Communication: The ability to write clear, concise, and professional emails.
  • Attention to Detail: Ensuring accuracy in responding to inquiries, following processes, and avoiding errors.
  • Email Management: Familiarity with tools like Microsoft Outlook, including sorting, filtering, and flagging messages.
  • CRM Software Knowledge: Experience using customer relationship management platforms to track and respond to inquiries.
  • Typing Speed and Accuracy: Fast and error-free typing to handle a high volume of emails efficiently.
  • Multitasking: Juggling multiple email threads while staying organized.
  • Prioritization: Identifying urgent requests and addressing them promptly.
  • Data Management: Familiarity with systems for logging cases, tracking claims, and ensuring follow-ups.
  • Multichannel Communication: Proficiency in handling inquiries via phone, email, or chat platforms.
  • Risk Management: Identifying and mitigating any risks related to fraudulent claims or non-compliance.

Coach - Supervisor

Teleperformance Colombia
10.2020 - 03.2022
  • Enhanced team performance by developing and implementing effective coaching strategies.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Developed process controls and metrics for daily management of call center.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Collaborated with cross-functional teams to optimize workflows, resulting in improved interdepartmental communication and coordination.
  • Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.

Customer Service Representative

Teleperformance
09.2019 - 10.2020
  • Technical proficiency: Strong understanding of hardware, software and networking concepts.
  • Problem-Solving Abilities: Capability to diagnose issues and find effective solutions quickly.
  • Customer Service: Patience, empathy, and a helpful attitude when dealing with frustrated or confused users.
  • Time Management: Efficiently handling multiple tasks and prioritizing issues based on urgency.
  • Adaptability: Being flexible and able to learn new technologies and processes quickly.
  • Attention to Detail: Carefully following procedures and documenting support interactions.
  • Team Collaboration: Working well with colleagues to share knowledge and solve complex issues.
  • Analytical Thinking: Using data and metrics to identify patterns and improve support processes.
  • Stress Management: Maintaining composure and delivering quality support under pressure.

Product assistant

PERMODA LTDA
11.2019 - 02.2019
  • Logistics at the store, warehouse, sales

Administrative assistant

BIOENERPLANT S.A.S
01.2014 - 01.2017
  • Collections, customer service, files management

Education

High School Diploma -

Universidad Libre
Bogotá, DC
01.2009 - 12.2012

Skills

  • Organizational task

  • CRM software

  • Sales in B2C

  • Computer skills

  • Problem-solving

  • Customer Service

  • Coaching abilities

  • Software and hardware support

  • Mobile device support

  • Technical troubleshooting

  • Multitasking Abilities

  • Cross sales

  • Organizational task

Timeline

Premier Support Solutions

Asurion
08.2022 - Current

Coach - Supervisor

Teleperformance Colombia
10.2020 - 03.2022

Product assistant

PERMODA LTDA
11.2019 - 02.2019

Customer Service Representative

Teleperformance
09.2019 - 10.2020

Administrative assistant

BIOENERPLANT S.A.S
01.2014 - 01.2017

High School Diploma -

Universidad Libre
01.2009 - 12.2012

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MATEO GARCÍA BELTRÁN