William Franco
Bilingual
Medellín,ANT
Summary
Hardworking Customer Service Representative with 5 years of experience working with BPO industry. Trained in project and time management with extensive knowledge of customer service,Retention,QA,Collections and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results, with a deep knowledge about BOP and Call center industry. Well-merited English and instructional support in English and Language in developing and improving English competency by integrating and applying effective study skills, active reading and note-taking and test-taking strategies.
Overview
3
3
Languages
2
2
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Associate
SITEL
Bogota,Colombia, Cundinamarca
07.2018 - 10.2020
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Entered customer interaction details in CRM to track requests, document problems and record solutions offered.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Energized and motivated in performing sales floor activities including merchandising and selling.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Having to explain customer issues and helping out to get services back on.
- Troubleshooting
- QA forms
- Collected customer feedback and made process changes to exceed customer satisfaction goals 90%.
Collections Supervisor
Airtech Communications
Bogota,Colombia, Cundinamarca
08.2019 - 05.2020
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Prepared and delivered performance reviews of 12 collections agents to support continuous improvement of department.
- Accessed credit records to evaluate customer credit histories.
- Investigated and reviewed credit risks and collections.
- Reported on and recommended actions related to financial stability of potential clients.
- Documented conversations with consumers and research into accounts.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Generated and mailed updated statements monthly and processed demand letters.
- Identified needs and provided training to clarify expectations of collections agents.
- Visited premises of customers to directly collect payments.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Processed payments and contracts on accounts.
- Negotiated bids with investors for notes and sales to market delinquent mortgage notes.
- Maintained high volume of calls to meet demands of busy group.
Customer Service Supervisor
Concentrix.SA
Bogota,Colombia, Cundinamarca
12.2018 - 08.2019
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Sales Associate
Convergys SA
Bogotá,Colombia, Cundinamarca
06.2016 - 05.2017
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Drove team revenue totals by bringing in over $2000.00 in sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Developed and implemented comprehensive salesperson training program.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Initiated new sales and marketing plans for product roll-outs, including developing sales, distribution and media strategy.
- Aggressively pursued competitive accounts by differentiating company from competitors.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Held weekly meetings with new waves to identify techniques to overcome sales obstacles.
- Having to explain the whole process to all the new hires and bring them through the main topics.
Education
High School Diploma -
ANFESO HIGH SCHOOL
Bogota,Colombia 01.2014 - 12.2015
Skills
Sales expertise
undefinedTimeline
Collections Supervisor
Airtech Communications
08.2019 - 05.2020
Customer Service Supervisor
Concentrix.SA
12.2018 - 08.2019
Customer Service Associate
SITEL
07.2018 - 10.2020
Sales Associate
Convergys SA
06.2016 - 05.2017
High School Diploma -
ANFESO HIGH SCHOOL
01.2014 - 12.2015
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