Spanish food
William Riano
Virtual Assistant And Customer Service Professional
Bogota
Summary
Accomplished Supervisor and Customer Service Representative with a proven track record at Teleperformance, enhancing customer satisfaction and loyalty through exceptional problem-solving and active listening skills. Skilled in Microsoft Excel and adaptability, consistently achieving positive outcomes in high-stress situations. Demonstrated leadership in team collaboration and efficiency, significantly improving operational workflows.
Overview
3
3
years of professional experience
1
1
Certification
3
3
Languages
Work History
Customer Service Representative and Supervisor
FOUNDEVER
09.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Supervisor
Teleperformance
02.2024 - 09.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Virtual Assistant
Concentrix
02.2023 - 12.2023
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Maintained a well-organized database system for improved information accessibility in daily operations.
Customer Service Representative
Teleperformance
10.2021 - 12.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
SENA
Bogota, Colombia 05.2001 -
High School Diploma -
CENTRO COLOMBO AMERICANO
Bogota, Colombia 05.2001 -
Technician - Software Systems
I.T.D JULIO FLOREZ
Bogota, Colombia 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Call center experience
Decision-making
Microsoft Excel
Team collaboration
Computer proficiency
Scheduling
Call center operations
Certification
Microsoft
Interests
Soccer and Basketball teams
Videogames
Music around the world
Creating wordwild connections
Creating music tracks
I like and enjoy creating music tracks since I find a way to relax and get the best version of myself.
Timeline
Customer Service Representative and Supervisor
FOUNDEVER
09.2024 - Current
Supervisor
Teleperformance
02.2024 - 09.2024
Microsoft
10-2023
Virtual Assistant
Concentrix
02.2023 - 12.2023
Customer Service Representative
Teleperformance
10.2021 - 12.2022
High School Diploma -
SENA
05.2001 -
High School Diploma -
CENTRO COLOMBO AMERICANO
05.2001 -
Technician - Software Systems
I.T.D JULIO FLOREZ
05.2001 -
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