Open to opportunities

Bryan Mateus

@bryanmateus

Customer Service Supervisor and bilingual administrative professional specializing in KPI-driven support and team leadership.

Colombia

Message

What I'm looking for

I’m looking to lead customer support operations in a fast-paced team, coach agents, and use KPI monitoring to improve satisfaction—while handling administrative and virtual assistant tasks that keep processes running smoothly.

I’m a bilingual customer service and administrative professional with over 7 years of experience in customer support, office administration, and team supervision. I’m fluent in English and Spanish, and I focus on KPI monitoring, client communication, scheduling, and operational support to keep service quality high.

In supervisor and sales roles, I’ve coached teams, delegated responsibilities, and handled conflict resolution to protect customer experience—maintaining 97%+ customer satisfaction and monitoring KPIs for a team of +20 agents. I also supported high-volume, multi-channel customer interactions, reduced escalation cases, and strengthened processes through CRM management, lead generation, and billing/account support.

Experience

Work history, roles, and key accomplishments

Sales Supervisor

Enercare

Sep 2024 - Jan 2026 (1 year 4 months)

Supervised and coached a sales team while monitoring KPIs to optimize performance. Managed delegations, handled conflicts, and supported daily customer-facing operations with clear communication.

Team Leadership KPIs Sales Coaching Conflict Resolution Customer Communications Delegators CRM Management Scheduling Administrative Support

Sales Representative

Enercare

Jun 2024 - Aug 2024 (2 months)

Assisted customers with contract transfer requests and provided billing support and account explanations. Performed cross-selling and supported high-volume customer interactions in a fast-paced environment.

Customer Support Contract Transfer Support Billing Support Cross Selling Salesforce Google Workspace Microsoft Office Excel Zoom

Customer Support Agent

Teleperformance Colombia

May 2019 - Oct 2021 (2 years 5 months)

Maintained 97%+ customer satisfaction scores while supporting high-volume, multi-channel customer interactions. Monitored KPIs for a 20+ agent team, helped reduce escalation cases, and supported lead generation using Salesforce-based tools.

Customer Support KPIs Escalation Management Salesforce Lead Generation Problem Solving