Daniel Rubio
@danielrubio2
Customer service specialist driving quality, efficiency, and team coaching.
ColombiaWhat I'm looking for
I am a customer service and support specialist with over eight years of experience across chat, email, backoffice and phone channels, focused on delivering high satisfaction and swift resolutions.
Throughout my career I have managed high-volume interactions, maintained excellent SLA compliance, and reduced response times through process optimization and template systems.
I have experience auditing interactions as a quality analyst, training and mentoring teams, and improving team quality metrics and retention through coaching and best-practice guides.
I am seeking opportunities to leverage my expertise in user support and quality analysis to contribute to a collaborative team that values continuous improvement and strong customer outcomes.
Experience
Work history, roles, and key accomplishments
TAManaged 100+ daily customer interactions via chat and email with a 95% satisfaction rate and reduced average response time by 20% through template and process optimizations.
Case Manager
Top Notch
Mar 2023 - Sep 2023 (6 months)
Processed 50+ monthly claimant cases ensuring compliance with U.S. legal standards and optimized follow-up procedures to reduce processing time by 15%.
Customer Service Agent
Intouch CX
Jul 2022 - Jan 2023 (6 months)
Provided multichannel support (chat/email/phone) achieving a 90% first-contact resolution rate and contributed to best-practice guides for new hires.
SIQuality Analyst
Sitel
Jul 2020 - Feb 2022 (1 year 7 months)
Audited 200+ weekly interactions to identify process improvements, trained and coached 20+ agents, improving customer satisfaction scores by 25%.
SICustomer Service Agent
Sitel
Aug 2018 - Jul 2020 (1 year 11 months)
Led a floor team of 10 agents as mentor, resolving 120+ daily cases while improving team retention by 18% and maintaining 98% SLA compliance.
TEHandled user inquiries and resolved issues in adherence to campaign regulations and requirements, maintaining service quality standards.
Education
Degrees, certifications, and relevant coursework
Academia de Dibujo Profesional (FADP)
Audio and Video Production Technician, Audio and Video Production
2020 -
Studying Audio and Video Production Technician program at Academia de Dibujo Profesional since 2020.
Institución Educativa Ciudad Modelo
High School Diploma, High School
2010 - 2015
Completed High School Diploma at Institución Educativa Ciudad Modelo from 2010 to 2015.
Institución Educativa Donald Rodrigo Tafur
Primary School, Primary Education
2004 - 2009
Attended primary education at Institución Educativa Donald Rodrigo Tafur from 2004 to 2009.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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