Andres Peralta Email & Phone Number

Bogotá, Capital District, Colombia

Bogotá, Distrito Capital, Colombia

- Troubleshoot technical issues for our customers' personal devices; assess concerns and problems, identify and implement solutions, and guide customers through troubleshooting steps.- Acquire detailed information about home and other product protection offerings to confidently and accurately sell them to customers.- Communicate company policies and procedures to customers.- Meet metrics for call measurements and sales targets; receive feedback/coaching/training from the management team, including coaches, quality analysts, etc.- Utilize call center technology to input, track, and report customer issues.- Navigate company software programs, use web-based search engines, and resolve issues with customers.- Escalate calls beyond the scope to an appropriate level of customer service support.- Stay updated on the latest errors and solutions in newly launched hardware and/or operating systems to provide exceptional and expert service.

Bogotá, Distrito Capital, Colombia

- Achieved customer experience objectives (ownership/resolution, customer satisfaction, call resolution time, first-call resolution, transfers, etc.) and other performance metrics, including internal goals for quality, attendance, and compliance.- Provided top-tier customer service while addressing any scheduling-related concerns for clients.- Documented customer communications in data management systems for all parties involved in the customer experience.- Met metrics for call measurements; received feedback/coaching/training from the management team, including coaches, quality analysts, etc.- Extensive computer knowledge to support customers with their electronic devices.- Assisted customers while multitasking with computer systems.

- Feedback to the operational and training areas for continuous improvement and calibration.- Analysis of results obtained from key metrics.- Proactive anticipation of problems, opportunities, and organizational needs, accompanied by the proposal of improvement plans.- Analysis of various performance indicators and development of action plans to improve them.- Monitoring agent interactions through different channels such as chats, emails, and phone calls on a daily basis.- Management of meetings between Teleperformance and the direct client.- Establishment of productive and cooperative relationships among colleagues, advisors, and management.- Efficient handling of multiple projects simultaneously.- Proficient in Numbers and Microsoft Excel.

Bogotá, Distrito Capital, Colombia

- Personalized, friendly, and professional communication with clients through various channels such as chat, phone, and email.- Utilizing persuasion skills to reach agreements with clients and resolve conflicts by seeking the best alternative for them.- Recording required information in the company's internal tools and safeguarding clients' personal information and the company's internal data.- Continuously learning about procedures and any changes, adapting quickly to the fast-paced changes in the tech world.- Understanding clients' issues and following appropriate troubleshooting steps to provide a resolution.- Adding value to the customer experience during interactions with customer service.- Validating clients' perspectives and empathizing with their situations.