Sergio Tabares Marín
BPO Trainer, Biologist, Customer Service Representative
Cali
Summary
Dedicated and empathetic professional with strong communication skills and a genuine passion for understanding and supporting others. With a background in BPO training and Customer Support Delivery, fostering a collaborative learning and work conditions, I thrive in multicultural environments and excel at identifying client needs to deliver effective, personalized solutions. I am able to manage challenging situations with calm, resilience, and professionalism, ensuring positive outcomes even under pressure. My collaborative mindset allows me to contribute meaningfully to team dynamics, helping achieve shared goals through cooperation and innovation.
Overview
3
3
years of professional experience
2
2
Languages
9
9
years of post-secondary education
Work History
Learning Experience Leader
TaskUs
06.2024 - Current
- Manage and monitor key performance metrics to assess training impact, and identify areas for continuous improvement.
- Develop and deliver comprehensive knowledge sessions with its own learning material and procedural updates, to enhance team capabilities, operational excellence, and facilitate learning and retention among diverse audiences.
- Analyze training and operational data, including KPIs, to fully identify the team's weak points and implement accurate action plans to resolve concerns.
- Handle direct conversations with the client to discuss viability, address, and effectively implement any new requests from their side.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Customer Service Representative
Intouch CX
09.2023 - 06.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information with empathy, preventing escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Served as a subject matter expert, offering specialized knowledge and guidance to resolve complex client issues.
Academic Advisor and Tech Support
Zoni Language Academy
11.2022 - 02.2023
- Consulted with students to advise on topic selection, schedules, appropriateness and academic value, regarding their English levels.
- Served as a liaison between students, staff, and administration to address concerns or conflicts that arose during the course of study.
- Guide students through the academy's services so they can complete self-made processes, through the company's platforms.
Education
Bachelor of Science - Biology
Universidad Del Valle
Cali, Colombia 01.2017 - 10.2025
Skills
Engaging presentation skills
Employee onboarding
Educational planning
In-person and remote learning facilitation
Feedback delivery
Material sourcing and preparation
Innovative problem resolution
Data analysis
Adaptability and flexibility
Timeline
Learning Experience Leader
TaskUs
06.2024 - Current
Customer Service Representative
Intouch CX
09.2023 - 06.2024
Academic Advisor and Tech Support
Zoni Language Academy
11.2022 - 02.2023
Bachelor of Science - Biology
Universidad Del Valle
01.2017 - 10.2025