Manuel Triana Email & Phone Number

Jamundí, Valle Del Cauca, Co

Lehi, Utah, United States

As a Billing Specialist at Gabb, I ensure seamless financial operations by managing customer accounts, resolving billing inquiries, and providing exceptional support to enhance customer satisfaction. My role includes:Assisting customers with billing-related concerns, including payment issues, refunds, and account adjustments.Explaining charges, plans, and promotions clearly to help customers understand their accounts.Collaborating with internal teams to address complex billing scenarios and ensure timely resolutions.Proactively identifying and resolving discrepancies to maintain account accuracy and customer trust.Supporting customers in navigating payment options and assisting with updates to their payment information.Through my work, I aim to deliver personalized and efficient service, contributing to Gabb's mission of providing safe and reliable communication solutions.

Lehi, Utah, United States

As a Customer Support Representative at Gabb, I am dedicated to delivering authentic and efficient support experiences for our customers. I handle a wide range of inquiries including account management, device and network troubleshooting, order support, and billing. My focus is on providing personable and timely assistance, always keeping in mind that our customers are real people with real needs. I take full ownership of customer issues, ensuring they are resolved from start to finish, while working closely with supervisors and team leads to foster both customer satisfaction and a productive work environment. Continual learning about our products and services allows me to improve the customer experience and grow in my role.

As the head appointment setter, I was responsible for overseeing and leading a team of appointment setters to ensure we met our goals. I handled the scheduling of appointments between potential clients and our sales or service team, making sure to qualify leads and confirm interest before arranging meetings.I ensured quality control by making sure all appointments were valuable and met company standards, which helped boost conversion rates. I also tracked team performance, monitoring key metrics like the number of appointments set and our call-to-appointment conversion rate.I consistently looked for ways to improve our process, whether by refining scripts, improving our approach, or better utilizing our CRM. I collaborated closely with the sales team to ensure a smooth handoff of leads and provided feedback on the quality of leads we received.Regular reporting was a key part of my role, where I provided updates to management on our performance and areas we could improve. Leading this team allowed me to improve our appointment-setting process and contribute to the overall success of the sales pipeline.

As an appointment setter working for a year through social media chats, I was responsible for initiating and maintaining conversations with potential clients, with the goal of scheduling appointments for the sales or service team. My primary role was to engage prospects via direct messages on platforms like Facebook, Instagram, and TikTok ensuring prompt, professional, and personable communication.Through social media, I:Engaged with Leads: I monitored and responded to inquiries or messages from potential clients, turning social media interest into meaningful conversations.Qualified Prospects: I assessed the needs of each lead, ensuring they were a good fit for the company's products or services before moving forward with scheduling an appointment.Scheduled Appointments: Once I confirm a lead’s interest and qualifications, I set up appointments between the prospect and our sales or service teams, coordinating schedules to fit both parties.Followed Up: I maintained contact with potential clients who expressed interest but weren’t ready to schedule right away, using follow-up strategies to keep the conversation going and re-engage at the right time.Managed Social Media Interactions: I balanced multiple conversations at once across different platforms, ensuring a timely response while maintaining a positive, professional tone.Improved Processes: Throughout the year, I refined my approach to handling chats, from using personalized scripts to better understanding the best timing and methods for outreach on each platform.Collaboration: I worked closely with the sales team to provide detailed information on the leads I qualified, ensuring a smooth transition from chat to sales call.My work as an appointment setter through social media helped streamline the process of turning online interest into booked appointments, directly contributing to the success of the team’s outreach efforts.

Jamundí, Valle Del Cauca, Colombia

Cali, Valle Del Cauca, Colombia

Cali, Valle Del Cauca, Colombia

Cuernavaca, Morelos, México

In this capacity, I was responsible for managing and scheduling appointments between potential clients and the sales or service teams. This involved:Lead Engagement: I reached out to potential clients through phone calls, emails, and sometimes social media to introduce them to our services. I ensured that leads were qualified before scheduling any appointments.Appointment Coordination: I coordinated the schedules of clients and sales team members to ensure appointments were arranged at mutually convenient times, confirming details to minimize no-shows.Pipeline Management: I managed the lead pipeline, making sure that qualified prospects were moved along smoothly from initial contact to appointment booking.Follow-Ups: I conducted follow-ups with prospects who were interested but hadn’t yet committed to scheduling, ensuring ongoing communication to keep them engaged.As a senior trainer, I led the training and development of new appointment setters, teaching best practices for lead generation, qualification, and communication. I provided ongoing mentorship, offering feedback and helping new team members reach their goals. I also improved processes by updating scripts, implementing new tools, and refining CRM usage to boost efficiency. By monitoring team performance, I identified areas for improvement and ensured goals were met. I collaborated with sales to align strategies, balancing my training role with scheduling duties to contribute to the team's overall success and growth.

Cali, Valle Del Cauca, Colombia

Psychology

High School Diploma, Educacion Con Profundizacion En Pedagogia

Cybersecurity Professional With Google, Computer Systems Analysis/Analyst

Activities and Societies: Cybersecurity, Python, SQL, Programming