Christian Leonardo Novoa Sánchez
@christianleonardonov
Bilingual technical support and customer service professional delivering Tier 1 troubleshooting, omnichannel chat support, and sales assistance.
ColombiaWhat I'm looking for
I’m a bilingual customer service and technical support professional with experience in customer service, technical support, chat assistance, and commercial management. I’m known for delivering customer-oriented service, strong communication in English and Spanish, and fast learning in dynamic environments.
At Ricoh, I provided Tier 1 technical troubleshooting and support while processing and validating customer orders and shipping details. I also escalated complex technical cases to specialized internal departments, coordinated product returns, and followed up on cases through to resolution.
At Sitel / Foundever (Foundever), I supported customers through live chat and email, managing over 60 chat interactions simultaneously with accurate data entry. I resolved inquiries, issues, and incidents efficiently while maintaining high-quality customer experiences.
Earlier, at Teleperformance, I handled back-office and chat support, managing administrative processes and monitoring active support cases across digital platforms. I bring practical ticketing/CRM skills with Zendesk Chat, Salesforce Service, LivePerson, and Microsoft Office, focused on problem-solving and results.
Experience
Work history, roles, and key accomplishments
Provided Tier 1 technical support, processed/validated customer orders and shipping details, and scheduled on-site visits with consistent follow-ups. Escalated complex technical cases and coordinated product returns and logistics with UPS.
Customer Chat Service Agent
Sitel / Foundever
Apr 2022 - Mar 2023 (11 months)
Assisted customers via live chat and email, resolving inquiries, issues, and incidents while maintaining accurate data entry for each conversation. Managed high-volume chat interactions and focused on delivering high-quality customer experiences.
Provided customer support and completed administrative back-office tasks, including handling internal information and administrative processes. Managed digital platforms and monitored active support cases.
Education
Degrees, certifications, and relevant coursework
National University of Colombia
Undergraduate program (current student), Marketing and Digital Business
Current student in Marketing and Digital Business at the National University of Colombia.
University of Cundinamarca
Undergraduate studies (4th semester completed), Public Accounting
Completed the 4th semester of Public Accounting studies at the University of Cundinamarca.
National University of Colombia
Diploma in Web Applications, Web Applications
Completed a diploma in Web Applications at the National University of Colombia.
Kaplan / Kuepa Academy
Bilingual B2 Certification, English
Earned a bilingual B2 English certification from Kaplan / Kuepa Academy.
Colegio Fundación Manuel Aya
High School Diploma, High School
Completed high school and earned a High School Diploma at Colegio Fundación Manuel Aya.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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