Stiven López Montoya
Medellín,Antioquia
Summary
Customer Service Representative skilled in resolving complex queries and enhancing customer satisfaction. Builds rapport through active listening and effective communication. Dedicated to delivering tailored solutions that address individual customer needs. Technical Support Representative with strengths in diagnosing and resolving technical issues efficiently. Utilises diagnostic tools to identify root causes, expediting problem resolution and minimising downtime. Committed to providing clear, step-by-step guidance to enhance user experience. Responsible CRs, passionate about delivering outstanding quality and service. Offering 5 years of experience in industry with history of recognition for performance.
Overview
1
1
Language
1
1
Certification
4
4
years of professional experience
Work History
Customer Service Representative
Teleperformance colombia
Medellín , Antioquia
11.2024 - 08.2026
- Handled inbound customer service calls, effectively addressing queries and complaints to ensure high satisfaction levels.
- Resolved customer service enquiries promptly and accurately, enhancing overall customer experience.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Documented customer interactions meticulously, summarising inquiries, comments, and resolutions for future reference.
- Engaged customers with specific questions to clarify their needs. throughout troubleshooting to determine smart solutions.
- Addressed service user requests promptly to ensure timely assistance. within target timeframes.
- Customised support solutions to meet individual customer needs, enhancing satisfaction.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Provided clear and concise step-by-step technical support to guide clients.
- Performed systematic troubleshooting to identify and resolve technical faults. to identify faults.
- Conducted remote troubleshooting sessions to identify and solve technical problems.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Managed customer expectations by communicating clear timelines for issue resolution.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Negotiated with customers to resolve disputes and maintain positive relationships.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Negotiated with customers to resolve disputes and maintain positive relationships.
Technical Support Representative
Webhelp ( concentrix)
Medellín , Antioquia
11.2022 - 02.2024
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Provided clear and concise step-by-step technical support to guide clients.
- Conducted tactical troubleshooting to identify faults.
- Conducted remote troubleshooting sessions to identify and solve technical problems.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Used support tickets to track and speed up incidents.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Logged detailed records of customer interactions, issues, and resolutions in a database.
- Performed recovery operations to restore systems following failures.
- Monitored computer system performance and intervened in identified problems.
- Identified system performance issues, providing swift remedial action.
Education
Bachelor of Science - Bachelor degree of social science
Universidad Autónoma Lationamericana
Universidad Autónoma Latinoamericana01-2022
Diploma of Higher Education - Academic High School
Nocturno Universidad de Antioquia
Nocturno UdeA01-2015
Certificate of Higher Education - English curses (multiligua program) Level VI
Universidad de Antioquia
Universidad de Antioquia 01-2009
Skills
- Technical support
- Technical troubleshooting
- Remote assistance
- Diagnostic tools
- Product knowledge
- Issue resolution
- Customised solutions
- Customer service
- Conflict resolution
- Relationship management
- Communication skills
- Active listening
- Problem-solving
- Composed under pressure
- Analytical and critical thinking
- Time management
- Task collaboration
- Quality control
- Customer focused
Languages
English
Upper Intermediate
B2
Certification
- Customer service and technical support certificated.
Interests
- in my free time enjoy to have a quality time with my family, enjoy leasing music and go to the gym, I like running, spend some time on the social media, go out with my family and eat a delicious food for example ice cream
Accomplishments
- Enhanced metrics processes, implementing across department for increased productivity and profits.
Timeline
Customer Service Representative
Teleperformance colombia
11.2024 - 08.2026
Technical Support Representative
Webhelp ( concentrix)
11.2022 - 02.2024
Bachelor of Science - Bachelor degree of social science
Universidad Autónoma Lationamericana
Diploma of Higher Education - Academic High School
Nocturno Universidad de Antioquia
Certificate of Higher Education - English curses (multiligua program) Level VI
Universidad de Antioquia