Office 365
Samuel Idarraga
Medellín,ANT
Summary
Customer Support Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Versatile Technical Recruiter with established network of candidates. Sources new candidates using Linkedin and networking. Adept at reviewing all applications, conducting recruiter interviews and creating job descriptions. Friendly and efficient with flexible schedule.
Overview
3
3
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Support Specialist
SkyCom BPO
01.2024 - Current
- In this dynamic role, I provide comprehensive support to our valued users via chat and email, encompassing both customer and technical support
- My day-to-day responsibilities involve promptly addressing user inquiries, offering guidance on account-related matters, and providing technical assistance to troubleshoot any issues users may encounter while navigating the app
- From assisting with account setup to resolving technical glitches, I'm committed to ensuring our users have a seamless experience with Aeropay
- Collaborating closely with cross-functional teams, I actively contribute to enhancing our product and customer support resources, continually refining our processes to better serve our users
- I take pride in upholding Aeropay's commitment to delivering top-notch customer service, striving to provide timely, accurate, and empathetic support in every interaction.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Streamlined support processes for increased efficiency and reduced response times.
- Researched and identified solutions to technical problems.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
IT Recruiter
SkyCom BPO
05.2023 - 01.2024
- End-to-end recruitment and selection of several roles throughout the company
- From customer service to IT related roles such as service desk technicians, software devps and QA, as well as other different bilingual administrative profiles related to the commercial area of the company which provides outsourcing support to different companies in the US
- Job offer posting through different platforms such as: Elempleo, Computrabajo, LinkedIn
- Sourcing of potential candidates for IT, Customer service and Administrative roles
- Applications and resume reviews and Pre- screening calls
- Process related tests submission and review
- Manage and support any other HR related processes such as designing and developing wellness strategies and supporting training projects when needed.
- Utilized various online and offline sources to find talented technical candidates and prepare for screening process.
- Created customized solutions tailored towards clients' diverse requirements within various sectors of information technology.
- Wrote and posted technical job descriptions
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Recruiter Specialist
Solvo Global
06.2022 - 04.2023
- Developed strong relationships with hiring managers, leading to more efficient communication and better understanding of their needs for open positions.
- Worked alongside global business leader to deploy new training strategies.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Participated in job fairs and networking events to source potential candidates, expanding company''s reach within the job market.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Promptly corresponded with applicants and coordinated and conducted interviews.
Customer Service Representative
avianca
Medellin, ANT
03.2021 - 05.2022
- Assisting passengers with ticket purchases, reservations, changes, and cancellations
- Providing information regarding flight schedules, routes, fares, and airline policies
- Handling inquiries and complaints from passengers in a professional and timely manner, striving to resolve issues to the satisfaction of the customer
- Checking in passengers for their flights, issuing boarding passes, and assisting with baggage check-in
- Facilitating the boarding process, ensuring compliance with security procedures and regulations
- Assisting passengers with special needs or requests, such as wheelchair assistance or dietary accommodations
- Collaborating with other departments within the airline, such as ground operations and flight crews, to ensure a smooth and efficient travel experience for passengers
- Maintaining accurate records of passenger interactions and transactions, adhering to company policies and procedures
- Continuously seeking opportunities to enhance the customer experience and improve service delivery
- Adhering to all safety and security protocols to ensure the well-being of passengers and staff.
Education
Systems engineering - Computer Science
UNIMINUTO Colombia
Medellin, Colombia08.2026
Psychology Course -
Universidad De Antioquia
11.2021
Skills
Multitasking
undefinedSoftware
Windows OS
Command prompt
IT Ticketing System
ATS System
Breezy HR
Workable
Freshdesk
Helpdeskz
Certification
Introduction to programming
Timeline
Tech Support to Pymes
05-2024
Introduction to programming
02-2024
Customer Support Specialist
SkyCom BPO
01.2024 - Current
IT Recruiter
SkyCom BPO
05.2023 - 01.2024
Recruiter Specialist
Solvo Global
06.2022 - 04.2023
Customer Service Representative
avianca
03.2021 - 05.2022
Systems engineering - Computer Science
UNIMINUTO Colombia
Psychology Course -
Universidad De Antioquia
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