Nicolas Melo FLorez
Customer Service Specialist
Bucaramanga
Summary
- Versatile Customer service team lead with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
- Well-qualified Customer service agent familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Customer Service Representative Team Lead
Teleperformance
11.2024 - 02.2025
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Customer Service Representative
Teleperformance
07.2024 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Accedo
06.2023 - 10.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Sales & Customer Service Expert
Melo & Ulloa Ltda
01.2022 - 10.2022
- Identified areas for improvement within department procedures, implementing changes that resulted in more efficient operations.
- Enhanced customer satisfaction by promptly addressing and resolving issues.
- Worked closely with management to establish performance goals aligned with organizational objectives; regularly monitored progress toward these benchmarks.
- Implemented data analysis techniques to identify trends and improve the effectiveness of customer service strategies.
Education
High School Diploma -
Colegio De La Presentación
Bucaramanga 05.2001 -
Skills
Call center experience
Team management
Complaint handling
Data entry
Issue resolution
Staff monitoring
Timeline
Customer Service Representative Team Lead
Teleperformance
11.2024 - 02.2025
Customer Service Representative
Teleperformance
07.2024 - 11.2024
Customer Service Representative
Accedo
06.2023 - 10.2023
Sales & Customer Service Expert
Melo & Ulloa Ltda
01.2022 - 10.2022
High School Diploma -
Colegio De La Presentación
05.2001 -
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