Edward Elsewhere Email & Phone Number

Colombia

Remote

We are the leading Nearshore Technology Solutions company. We architect and engineer scalable and high-performing software solutions to meet the business challenges of our clients. Using our tech expertise and cross-industry experience, we evolve digital transformation into digital acceleration. Our ultimate goal is to create lasting value throughout the entire digital transformation journey.With 5,000+ seasoned engineers in 36 countries, we provide time zone–aligned services to empower… Show more We are the leading Nearshore Technology Solutions company. We architect and engineer scalable and high-performing software solutions to meet the business challenges of our clients. Using our tech expertise and cross-industry experience, we evolve digital transformation into digital acceleration. Our ultimate goal is to create lasting value throughout the entire digital transformation journey.With 5,000+ seasoned engineers in 36 countries, we provide time zone–aligned services to empower Fortune 500 companies and leading brands. Working for clients like Google, Rolls-Royce, Johnson & Johnson, Pinterest, and ViacomCBS, we’ve been reimagining the tech landscape for over a decade.We Are Digital Acceleration Experts.We are a company Powered by Technology and Driven by Talent.If you want to work with the Top 1% IT Talent, contact us at recruiting@bairesdev.com. Show less

Remote

As a Recruitment Operations Analyst, I play a crucial role in optimizing the recruitment process and ensuring a seamless candidate experience by analyzing recruitment metrics and trends to identify areas for improvement and provide actionable insights to the recruitment team, and ensuring compliance with all relevant policies, maintaining accurate and up-to-date records, and supporting audits as needed.

Bogota,D.C., Capital District, Colombia

In charge of leading a team of agents. Provided tips and feedback on how to address customers' inquiries in a more accurate and less time-consuming manner, kept track of and provided visibility of agents' metrics, areas of opportunity, and achievements. Based on the agents' KPIs, had accountability meetings and reward sessions. Provided coaching and feedback from call monitoring and overall performance to develop the agents' knowledge and skills.

Bogotá, Capital District, Colombia

Provided customer service based on providing assistance to buyers on a marketplace account along with support to merchants' after-sales conversations with their buyers. Provided assistance with order tracking, technical support, general questions, and quality assurance.

Bogotá, Capital District, Colombia

As a dedicated Team Lead in a dynamic call center environment, I played a critical role in driving operational efficiency and delivering exceptional customer service. With a focus on maximizing team performance, I successfully fulfilled the following responsibilities:- Leadership and Team Management: Provide guidance, support, and coaching to optimize team performance and foster professional growth.- Performance Optimization: Monitor and analyze metrics to implement targeted coaching… Show more As a dedicated Team Lead in a dynamic call center environment, I played a critical role in driving operational efficiency and delivering exceptional customer service. With a focus on maximizing team performance, I successfully fulfilled the following responsibilities:- Leadership and Team Management: Provide guidance, support, and coaching to optimize team performance and foster professional growth.- Performance Optimization: Monitor and analyze metrics to implement targeted coaching and improvement strategies, resulting in enhanced productivity and superior service delivery.- Training and Development: Conduct comprehensive training sessions to equip team members with skills and knowledge for effective call handling.- Escalation Resolution: Resolve complex customer inquiries and complaints with a solution-oriented approach, escalating issues when necessary.- Collaboration and Communication: Foster open communication and collaboration within the team and across departments for improved coordination.- Reporting and Analysis: Prepare regular reports on team performance and utilize data analysis to identify trends and make data-driven recommendations.- Adherence to Policies and Procedures: Ensure compliance with company standards, conducting regular audits to maintain quality and security guidelines. Show less

Bogotá, Capital District, Colombia

- Acted as the Point of Contact (POC) for quality matters on two assigned lines, establishing a direct line of communication with the client.- Conducted quality evaluations on domestic agents, ensuring adherence to established guidelines and standards.- Assisted in the certification process for both vendor and domestic agents, ensuring compliance with client requirements.- Provided comprehensive feedback to agents, explaining the intricacies of quality guidelines and promoting… Show more - Acted as the Point of Contact (POC) for quality matters on two assigned lines, establishing a direct line of communication with the client.- Conducted quality evaluations on domestic agents, ensuring adherence to established guidelines and standards.- Assisted in the certification process for both vendor and domestic agents, ensuring compliance with client requirements.- Provided comprehensive feedback to agents, explaining the intricacies of quality guidelines and promoting awareness of security policies and zero-tolerance measures.- Offered guidance on following client instructions, processes, and procedures, as well as effectively utilizing campaign-specific tools and systems.- Facilitated weekly meetings with coaches to update them on team performance and quality scores, fostering continuous improvement.- Engaged in weekly calibration sessions with the client's Point of Contact (POC) to ensure alignment with product updates, scoring criteria, and new policies.- Provided support in handling both external and internal escalations, offering guidance on addressing proper procedures. Show less

Bogotá D.C. Area, Colombia

Trained in 5 different lines of business and responsible for the quality analysis of 2. Provided feedback to agents, explained the implementation of quality guidelines, raised awareness about our security policies, zero tolerance policies, and offered guidance on following the client's instructions for processes, procedures, and proper handling of tools and systems provided by the campaign and line of business. Conducted weekly meetings with coaches to update them on team improvement and… Show more Trained in 5 different lines of business and responsible for the quality analysis of 2. Provided feedback to agents, explained the implementation of quality guidelines, raised awareness about our security policies, zero tolerance policies, and offered guidance on following the client's instructions for processes, procedures, and proper handling of tools and systems provided by the campaign and line of business. Conducted weekly meetings with coaches to update them on team improvement and quality scores. Engaged in weekly calibration sessions with the client's Point of Contact (POC) to align with product updates, scoring criteria, and new policies. Offered assistance in handling external and internal escalations and provided guidance on appropriate procedures. Show less

Bogotá D.C. Area, Colombia

Customer Service Representative with expertise in providing assistance across multiple lines of business within a financial account. Cross-skilled as an agent for prepaid cards and merchant support. Responsibilities included:- Assisting customers with transaction records, including recovering transaction details and addressing pending deposits.- Reviewing and filing cases related to fraud situations, ensuring proper documentation, and following dispute procedures.- Handling the… Show more Customer Service Representative with expertise in providing assistance across multiple lines of business within a financial account. Cross-skilled as an agent for prepaid cards and merchant support. Responsibilities included:- Assisting customers with transaction records, including recovering transaction details and addressing pending deposits.- Reviewing and filing cases related to fraud situations, ensuring proper documentation, and following dispute procedures.- Handling the reissue of debit cards and assisting with inquiries regarding tax returns and changes to personal information. Show less

Quindío Area, Colombia

Managed and instructed diverse groups of kids, children, teenagers, and adults at the BNC Colombo Americano, accommodating various schedules and class intensities. Additionally, taught university students from different majors at the CUE Alexander von Humboldt. Implemented curriculum aligned with the CEFR levels ranging from A1 to C1.

Quindío Area, Colombia

Customer Service Representative specializing in providing comprehensive assistance in commercial matters, handling billing inquiries, managing accounts, resolving technical issues, and performing first-line retentions. Responsibilities include:- Providing exceptional customer service by addressing commercial inquiries and providing product or service information.- Assisting customers with billing-related questions, resolving discrepancies, and processing payments.- Managing… Show more Customer Service Representative specializing in providing comprehensive assistance in commercial matters, handling billing inquiries, managing accounts, resolving technical issues, and performing first-line retentions. Responsibilities include:- Providing exceptional customer service by addressing commercial inquiries and providing product or service information.- Assisting customers with billing-related questions, resolving discrepancies, and processing payments.- Managing customer accounts, updating information, and handling account-related requests.- Troubleshooting technical issues and providing step-by-step guidance for issue resolution.- Conducting first-line retentions by addressing customer concerns, offering solutions, and promoting customer loyalty. Show less

Bogotá, Capital District, Colombia

Customer Service Representative specializing in handling billing, service, and technical inquiries. Dedicated to providing the best possible resolution for customer inquiries, including routing customers to the appropriate department when needed. Key responsibilities include:- Responding to customer inquiries regarding billing, services, or technical issues, ensuring prompt and accurate resolution.- Providing comprehensive information about services and addressing any related… Show more Customer Service Representative specializing in handling billing, service, and technical inquiries. Dedicated to providing the best possible resolution for customer inquiries, including routing customers to the appropriate department when needed. Key responsibilities include:- Responding to customer inquiries regarding billing, services, or technical issues, ensuring prompt and accurate resolution.- Providing comprehensive information about services and addressing any related inquiries.- Booking COR store appointments for customers, ensuring their needs are met in a timely manner.- Offering technical guidance and step-by-step procedures to assist customers with troubleshooting or using services.- Processing payments and assisting customers with payment-related inquiries or concerns.- Managing service-related requests such as suspending, canceling, resuming, splitting, or unifying services, ensuring efficient and accurate processing. Show less

Bogotá, Capital District, Colombia

Customer Service Representative specializing in providing comprehensive assistance for consumer billing inquiries, service or technical issues. Dedicated to delivering the best possible resolution for customer inquiries, including finding the appropriate department or route to address any issues. Key responsibilities include:- Responding to consumer billing inquiries, service-related concerns, and technical issues with efficiency and accuracy.- Ensuring the best resolution for… Show more Customer Service Representative specializing in providing comprehensive assistance for consumer billing inquiries, service or technical issues. Dedicated to delivering the best possible resolution for customer inquiries, including finding the appropriate department or route to address any issues. Key responsibilities include:- Responding to consumer billing inquiries, service-related concerns, and technical issues with efficiency and accuracy.- Ensuring the best resolution for customer inquiries, providing guidance, or routing them to the appropriate department for further assistance.- Scheduling technical home visits, special request orders, and remote technical assistance to address customer needs promptly.- Offering guidance on technical procedures to assist customers in troubleshooting and navigating campaign-related systems.- Processing payments and assisting customers with payment-related inquiries.- Promoting and selling new services to customers based on their needs and preferences.- Scheduling orders for new equipment, ensuring smooth delivery and installation processes.- Applying effective retention techniques to retain existing customers and enhance customer loyalty. Show less

Bachelor’S Degree, Modern Languages

Activities and Societies: Sign Language Class, Ultimate Frisbee Team

High School, Secondary Education And Teaching, 4.6/5.0

Activities and Societies: Student Council Graduated with honors with ICFES recognition and a full scholarship provided by Ecopetrol S.A..