Nicolas Mateus Hernandez
Resumen profesional
Highly motivated professional with a strong desire to continuously learn and improve. I actively seek opportunities to expand my knowledge and skills, especially in fast-paced, problem-solving environments. If a solution isn’t immediately available, I take initiative to research, ask the right questions, and follow through until the issue is fully resolved.
Datos destacados
2
2
years of professional experience
11
11
years of post-secondary education
Historial laboral
Agent
Frontier
Bogota
04.2023 - 04.2025
- Delivered specialized technical support for residential and business customers, resolving complex connectivity and service-related issues.
- Served as a key point of contact between customers and engineering teams, ensuring rapid issue resolution and high customer satisfaction.
- Diagnosed and troubleshooted technical problems related to internet, phone, and cable services using remote tools and systems.
- Maintained detailed logs of interactions, escalations, and resolutions in CRM and ticketing systems.
- Contributed to the continuous improvement of support processes and knowledge base content.
- Recognized for consistently meeting performance KPIs, including First Call Resolution, Customer Satisfaction Score (CSAT), and Average Handling Time.
Formación
Bachiller - Colegio
Saludcoop Norte I.E.D
Cll 181 #18b 82 02.2007 - 11.2017
Aptitudes
- Excellent Communication Skills – Able to clearly explain complex technical issues in simple terms, both verbally and in writing
- Empathetic Customer Support – Skilled in building trust with clients by actively listening, showing empathy, and offering tailored solutions
- Client Guidance & Problem-Solving – Known for guiding customers step-by-step through troubleshooting processes, ensuring they feel supported and understood
- Specialized Customer Service – Delivered personalized assistance to resolve technical issues efficiently, while maintaining a high level of professionalism and customer satisfaction
- Emotional Intelligence in Customer Interactions – Strong ability to remain calm under pressure, defuse tense situations, and turn challenging experiences into positive outcomes
Cronología
Agent
Frontier
04.2023 - 04.2025
Bachiller - Colegio
Saludcoop Norte I.E.D
02.2007 - 11.2017
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