Open to opportunities

Andrés Montoya

@andrsmontoya

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Customer Support Team Lead specializing in live game operations, escalations, and payment/refund workflows.

Colombia

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What I'm looking for

I’m looking for a role where I can lead customer support teams, own escalation and refund workflows, and improve outcomes with KPI analysis and QA collaboration—ideally in a remote/hybrid environment with strong cross-team communication.

I’m a Customer Support Team Lead and Senior Customer Support professional with experience in videogame live operations, payment flows, and KPI-driven team performance. I focus on escalation management, refunds, and player escalation handling to protect the player experience.

In remote teams, I lead and coach senior agents handling complex cases, using ticket analytics and QA feedback to improve outcomes. I coordinate with developers and clients to identify trends, bugs, and payment anomalies, and I strengthen agent performance through structured training and process documentation.

I’ve specialized in Helpshift workflows—Bots, Automations, and customer issue routing—along with CRM & ticketing resolution. I monitor AHT, CSAT, SLA, ticket volume, and escalation rates, and I act as point of contact for sensitive player cases, including GDPR/legal requests and high-value purchase issues.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

OneLink Bpo

Jan 2016 - Jan 2017 (1 year)

Provided chat and email support for a fitness smartwatch company, resolving complex customer cases. Processed refunds and warranty replacements and handled technical issue troubleshooting across requests.

Chat Support Email Support Technical Troubleshooting Customer Support Operations

Process Documentation Lead

5CA

Led and supported senior agents handling complex escalations, refunds, and technical issues while improving resolution workflows. Coordinated with developers and clients to identify trends, bugs, and payment anomalies, and delivered QA case feedback and agent training.

Team Leadership Escalation Management Customer Support Operations Refund Workflows CSAT SLA CRM And Ticketing Workflows