Luis Vargas Email & Phone Number

Bogotá, Bogota, Co

Work From Home

• Performance, development, attendance and behavior management, together with administrative and operational tasks for a team of 10-13 bilingual agents (Spanish/English)• Act as the point of contact between agents and all necessary departments• Onboard new agents and senior agents into the project• Perform data analysis• Use of Root Cause Analysis to assess performance issues• Development and execution of personal improvement plans• Development and execution of team… Show more • Performance, development, attendance and behavior management, together with administrative and operational tasks for a team of 10-13 bilingual agents (Spanish/English)• Act as the point of contact between agents and all necessary departments• Onboard new agents and senior agents into the project• Perform data analysis• Use of Root Cause Analysis to assess performance issues• Development and execution of personal improvement plans• Development and execution of team improvement plans• Create a work atmosphere of continuous improvement• Liaise with operations managers Show less

Work From Home

• Handling email support answering more than 80 emails per day, both in English and Spanish• Handling chat support with under 15 minutes of AHT• Daily usage of Dixa as CRM• Providing assistance to players of a game that has more than 350 million users• Troubleshooting in-game issues• Troubleshooting internet issues• Solving account issues• Creating macros to resolve interactions more efficiently• Providing feedback to the company's procedures, in order to improve… Show more • Handling email support answering more than 80 emails per day, both in English and Spanish• Handling chat support with under 15 minutes of AHT• Daily usage of Dixa as CRM• Providing assistance to players of a game that has more than 350 million users• Troubleshooting in-game issues• Troubleshooting internet issues• Solving account issues• Creating macros to resolve interactions more efficiently• Providing feedback to the company's procedures, in order to improve them• Reporting trends of new issues to my team lead, so that it can be flagged to the client• Reached and exceeded KPIs expectations after 1 month Show less

Work From Home

• Participating in specialist meetings for quality and procedure calibration with high rank employees of the client• Evaluating agents' performance• Providing feedback to agents based on their performance• Handling and solving second-level escalated emails• Using critical thinking to solve players' escalated issues• Reached this position KPIs expectations after 1 month• Handling email support answering more than 80 emails per day, both in English and Spanish• Daily… Show more • Participating in specialist meetings for quality and procedure calibration with high rank employees of the client• Evaluating agents' performance• Providing feedback to agents based on their performance• Handling and solving second-level escalated emails• Using critical thinking to solve players' escalated issues• Reached this position KPIs expectations after 1 month• Handling email support answering more than 80 emails per day, both in English and Spanish• Daily usage of Helpshift as CRM• Providing assistance to players of a game that has more than 350 million users• Troubleshooting in-game issues• Troubleshooting internet issues• Solving account issues• Creating macros to resolve interactions more efficiently• Providing feedback to the company's procedures, in order to improve them• Reporting trends of new issues to my team lead, so that it can be flagged to the client Show less

Work From Home

• Handling email support answering more than 80 emails per day, both in English and Spanish• Daily usage of Helpshift as CRM• Providing assistance to players of a game that has more than 350 million users• Troubleshooting in-game issues• Troubleshooting internet issues• Solving account issues• Creating macros to resolve interactions more efficiently• Providing feedback to the company's procedures, in order to improve them• Reporting trends of new issues to my… Show more • Handling email support answering more than 80 emails per day, both in English and Spanish• Daily usage of Helpshift as CRM• Providing assistance to players of a game that has more than 350 million users• Troubleshooting in-game issues• Troubleshooting internet issues• Solving account issues• Creating macros to resolve interactions more efficiently• Providing feedback to the company's procedures, in order to improve them• Reporting trends of new issues to my team lead, so that it can be flagged to the client• Reached and exceeded KPIs expectations after 1 month Show less

Bogota,D.C., Capital District, Colombia

• Handling English live calls• Daily usage of Salesforce as CRM• Daily usage of Avaya as CRM Connector• Managing internet and phone services for a company member of the S&P 500 index and the Fortune 500• Retaining customers who intended to leave the company services• Selling new products and/or new plans to customers• Troubleshooting internet/phone service issues• Reached KPIs expectations after 6 weeks

Bogota,D.C., Capital District, Colombia

• Handling English/Spanish live calls• Daily usage of Avaya as CRM• Creating work-related reports for more than 14,000 companies• Analyzing the employee's complaint in order to use the proper form• Gathered and summarized the essential information regarding the complaint• Redaction and submission of complaint reports• Translation of entire reports from Spanish to English• Completing the entire procedure through the use of an interpreter when it was a… Show more • Handling English/Spanish live calls• Daily usage of Avaya as CRM• Creating work-related reports for more than 14,000 companies• Analyzing the employee's complaint in order to use the proper form• Gathered and summarized the essential information regarding the complaint• Redaction and submission of complaint reports• Translation of entire reports from Spanish to English• Completing the entire procedure through the use of an interpreter when it was a non-English/non-Spanish call Show less

Barranquilla, Atlantico, Colombia

• Handling English live calls• Managing 10 different companies/clients including banks, insurances, travel agencies, hotels, and technological companies• Gathering information from clients' requests• Analyzing the requests in order to assign it to the proper department• Reached and exceeded KPIs expectations after 3 weeks

Barranquilla, Atlantico, Colombia

• Handling technical support calls• Troubleshooting phone/service issues• Reached this position KPIs expectations within 3 weeks• Exceeded this position KPIs expectations 3 weeks after• Handling English/Spanish live calls• Daily usage of Avaya as CRM Connector• Managing phone services for one of the biggest prepaid wireless providers on USA• Managing services of three subsidiaries of the main company• Managing customers' accounts• Processing customers'… Show more • Handling technical support calls• Troubleshooting phone/service issues• Reached this position KPIs expectations within 3 weeks• Exceeded this position KPIs expectations 3 weeks after• Handling English/Spanish live calls• Daily usage of Avaya as CRM Connector• Managing phone services for one of the biggest prepaid wireless providers on USA• Managing services of three subsidiaries of the main company• Managing customers' accounts• Processing customers' payments• Re-enabling accounts after payment was issued Show less

Barranquilla, Atlantico, Colombia

• Handling English/Spanish live calls• Daily usage of Avaya as CRM Connector• Managing phone services for one of the biggest prepaid wireless providers on USA• Managing services of three subsidiaries of the main company• Managing customers' accounts• Processing customers' payments• Re-enabling accounts after payment was issued• Reached KPIs expectations within 1 month• Exceeded KPIs expectations 2 weeks after

Undergraduate, Computer Systems Engineering

The purpose of Systems Engineering is to model and implement complex system. Systems Engineering integrates other disciplines, applies.

Undergraduate, Electronic Engineering

Activities and Societies: • Member of the Biomecatronics Science Investigation Team • Member of the Indoor Soccer Team • Member.

High School Diploma, Natural Sciences, 18.38/20

Activities and Societies: • Member of the Indoor Soccer Team • Two Times Classifier to the Regional Math Olympics