Carlos Alejandro Vigil Pastor

Support back-office operations for retailers across Australia and New Zealand, managing onboarding, contract processing, credit checks, and terminal logistics. Coordinate with internal teams and Sales to ensure accurate and timely processing of operational requests.

Managed and scheduled advertising campaigns for U.S. television networks, ensuring accuracy and compliance with client instructions. Coordinated with Sales teams and advertising agencies to confirm campaign details and resolve discrepancies.

Led quality assurance activities for a customer support operation, monitoring interactions and ensuring compliance with client and internal processes. Conducted calibrations, analyzed quality results, and developed action plans to reduce errors and improve customer experience.

Performed quality evaluations and coaching sessions across customer support interactions. Monitored chat and email interactions to identify compliance issues and process gaps, ensuring adherence to quality standards.

Managed team performance through coaching and action plans. Provided real-time support to agents and escalated complex cases to ensure service quality.

Monitored agent performance against KPIs and quality standards, creating action plans to improve CSAT and reduce detractors. Provided B2B and VIP customer support through email and chat for global customers.

Assisted customers in selecting energy plans and consistently worked toward sales targets.

Pursuing a Technical Degree in Software Engineering.

Completed a Professional Bartender program.

Studied Languages with specialization in Tourism, but did not complete the program.