Open to opportunities

Alex Rojas

@alexrojas1

Message

I investigate sensitive safety cases and resolve complex customer issues through non-voice support.

Colombia

Message

What I'm looking for

I'm looking for a role where I can resolve complex customer or safety cases through non-voice support, apply policies carefully, communicate clearly in English and Spanish, and contribute experience in investigations, technical support, CRM operations, and coaching.

I've investigated worldwide safety incidents for Airbnb through Sutherland SGS, reviewing reports, gathering evidence, applying policy, and escalating complex matters to Legal teams when needed.

I handle sensitive cases primarily through chat and email, communicating clear resolutions with accuracy, discretion, and strong English and Spanish writing. My background also includes customer service, technical troubleshooting, billing support, CRM operations, and escalation management.

At SITEL supporting Cox Communications, I provided billing and technical support while identifying cross-selling opportunities. I was recognized as a Top Seller and promoted to Sales Mentor, where I coached new employees on sales techniques and customer interactions.

More recently, at Infochannel SAS, I generated more than 100 prospects, helped convert over 55 into contracts, retained 23 clients through negotiation, and supported Account Executives through HubSpot.

Experience

Work history, roles, and key accomplishments

Sales Development Representative

Infochannel SAS

Jun 2025 - Mar 2026 (9 months)

Managed B2B prospecting and developed sales opportunities. Generated over 100 new prospects and helped retain 23 existing clients.

B2B Sales Prospecting Pipeline Management HubSpot Negotiation Customer Relationship Management

Customer Support / Safety Investigator

Sutherland SGS

Sep 2019 - Mar 2025 (5 years 6 months)

Provided customer support and specialized in safety investigations for Airbnb reservations worldwide. Conducted detailed investigations, assessed incidents, and communicated resolutions.

Customer Support Non Voice Support Case Investigation Evidence gathering Case Management Policy Enforcement Escalation Management Legal Escalations Technical Support Troubleshooting Billing Support Customer Experience Written Communication problem resolution Decision making Coaching And Training CRM Management

Sales Agent / Sales Mentor

SITEL

Nov 2017 - Apr 2019 (1 year 5 months)

Provided billing and technical support through chat and messaging platforms. Recognized as a Top Seller and promoted to Sales Mentor, training new employees on sales techniques.