Open to opportunities

Carlos Polo

@carlospolo

Message

Customer Support Specialist blending analytics to fix root causes.

Colombia

Message

What I'm looking for

I’m seeking my next Customer Support or CX Analytics role where I can use Python/SQL and BI tools to uncover root causes, improve workflows, and deliver measurable CSAT and first-contact resolution results.

I’m a Customer Support Specialist with 2+ years of experience in high-volume SaaS and healthcare environments. I maintain 82%+ CSAT and 80%+ first-contact resolution across 50+ daily interactions, combining empathetic communication with structured problem-solving.

My Biology background and formal Data Science training help me go beyond tickets—I look for patterns, identify root causes, and improve the systems behind support. I use Python, SQL, and Power BI (plus tools like Zendesk, Intercom, and Jira) to surface insights, reduce escalation to Tier 2, and deliver reports that accelerate product diagnosis and resolution cycles.

Experience

Work history, roles, and key accomplishments

Technical Support Advocate

Teleperformance - ENIGMA

Aug 2024 - Jan 2026 (1 year 5 months)

Resolved 50+ live chat support tickets daily, maintaining 80%+ first-contact resolution and reducing escalation load to Tier 2. Sustained 82%+ CSAT by using empathetic, structured communication and reported recurring software bug patterns to accelerate issue diagnosis.

Live Chat Support First Contact Resolutions CSAT Root Cause Analysis Zendesk Intercom Jira Bug Reporting Python SQL

Advisor II - Customer Service

Concentrix

Aug 2023 - Apr 2024 (8 months)

Managed 40+ daily inquiries on US medical insurance plans, translating complex policy language into clear, actionable answers. Achieved 80% KPI compliance across accuracy, CSAT, and handle time while handling sensitive patient and insurance data using strict HIPAA-aligned protocols.

Customer Service Medical Insurance Support KPI Tracking CSAT HIPAA