Matthew Salazar Bedoya
Agent
Palmira,VAC
Summary
Bilingual customer service professional with nearly 3 years of experience in the BPO industry, providing high-quality support for clients in the U.S. market. Proven track record working with leading companies such as Teleperformance, and Foundever. Specialized in handling warranty claims and service requests for household products, with strong skills in communication, problem solving, and conflict resolution. Fluent in English and Spanish, with a solid understanding of customer needs across diverse industries. Recognized for meeting performance metrics, maintaining professionalism under pressure, and delivering excellent customer experiences.
Overview
4
4
years of professional experience
Work History
Agent
Foundever
Barranquilla, Cundinamarca
03.2023 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Agnet
Teleperformance
10.2021 - 02.2022
- Provided customer support for a U.S.-based home warranty company, handling service requests for household appliances and systems.
- Assisted customers in filing claims, scheduling repairs, and understanding coverage details.
- Delivered high-quality service with a focus on empathy and problem resolution.
- Met or exceeded performance metrics, including average handling time and customer satisfaction scores.
Education
High School Diploma -
CEPJAP
Palmira, Colombia 05.2001 -
Skills
- Bilingual: Fluent in English and Spanish
- Clear verbal and written communication
- Active listening
- Conflict resolution
- Empathy and patience
- Customer support via phone, email, and chat
- Handling warranty claims and service requests
- Problem solving and de-escalation
- First-call resolution
- Call control and time management
Timeline
Agent
Foundever
03.2023 - Current
Agnet
Teleperformance
10.2021 - 02.2022
High School Diploma -
CEPJAP
05.2001 -
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