SIMON ELIGIO CABRERA FERNANDEZ
Business Administration
Medellín
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Successful in applying strong communication and problem resolution skills to each customer issue.
Overview
7
7
years of professional experience
12
12
years of post-secondary education
Work History
Team Leader
Telemed - skycom
02.2024 - 06.2025
- Bilingual supervisor (Spanish-English) with extensive experience in contact center operations for the healthcare and pharmaceutical sectors.
- I led teams of up to six agents responsible for prescription confirmation and order completion for Stokes Pharmacy.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Customer Care Representative
KONECTA
01.2023 - 07.2023
- Customer service agent for the Verizon campaign, handling general questions, billing concerns and technical support calls.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
Customer Care Representative
Telemed - skycom
09.2022 - 01.2023
- Bilingual agent in charge of providing customer service.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Technical Support
Sutherland Global Services
05.2018 - 08.2020
- Provide technical support to customers to resolve connectivity issues, explain billing, deliver customer service, and attempt to sell lines.
Education
High School Diploma - Sciences
Unidad Educativa Colegio Belagua
01.1999 - 01.2005
6th Semester - Mechatronic Engineering
UNEXPO "Luis Caballero Mejías"
01.2007 - 01.2012
2nd Semester - Business Administration
Universidad Alejandro de Humboldt
01.2014 - 01.2015
Skills
- Proficient in the use of office equipment
- Proficient with Windows
- Proficient with Internet Explorer
- Proficient with Office
- Advanced Excel
- CRM Usages
Personal Qualities
- Excellent interpersonal skills
- Proactivity
- Responsibility
- Honesty
- Team integration
- Growth-oriented mindset
Personal Information
- ID Number: 1.127.624.883
- Age: 38
- Date of Birth: 05/13/88
- Nationality: Colombian Venezuelan
- Marital Status: Soltero
Timeline
Team Leader
Telemed - skycom
02.2024 - 06.2025
Customer Care Representative
KONECTA
01.2023 - 07.2023
Customer Care Representative
Telemed - skycom
09.2022 - 01.2023
Technical Support
Sutherland Global Services
05.2018 - 08.2020
2nd Semester - Business Administration
Universidad Alejandro de Humboldt
01.2014 - 01.2015
6th Semester - Mechatronic Engineering
UNEXPO "Luis Caballero Mejías"
01.2007 - 01.2012
High School Diploma - Sciences
Unidad Educativa Colegio Belagua
01.1999 - 01.2005
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