Open to opportunities

Felipe Rodríguez

@feliperodrguez

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Customer Support Specialist with 7+ years of bilingual service experience.

Colombia

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative team environment.

I am a dedicated Customer Support Specialist with over 7 years of experience in bilingual service environments, primarily in IT, telecom, and SaaS industries. My journey has equipped me with the skills to efficiently resolve customer inquiries through various channels, including phone, chat, and email. I pride myself on my ability to deliver high-quality support while maintaining a customer-first approach, which has consistently resulted in high customer satisfaction ratings.

In my current role as a Customer Experience Representative at CTG, I manage service tickets using ServiceNow and collaborate with cross-functional teams to ensure timely resolutions. My previous experiences at KGTiger and Lexmark have honed my ability to communicate complex solutions in simple terms, ensuring that customers feel understood and valued. I am committed to continuous improvement and contributing to team success through effective communication and empathy.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Representative

Current

CTG

Jan 2024 - Present (1 year 5 months)

Delivered responsive customer service for users of Millicom and SDI, managing service tickets through ServiceNow. Collaborated with cross-functional teams to ensure timely updates and resolutions.

Customer Service ServiceNow Technical Support Cross Functional Collaboration

Customer Support Specialist

KGTiger / Peak Support

May 2023 - Nov 2023 (6 months)

Provided bilingual (EN/ES) customer assistance via phone and Freshdesk for the Gale mobile app. Resolved issues related to account access, device compatibility, and basic troubleshooting.

Bilingual Support Freshdesk Troubleshooting Customer Satisfaction Mobile Apps

Support Agent for B2B Clients

Lexmark (Foundever)

Jan 2019 - Jan 2023 (4 years)

Assisted business customers and technicians in resolving hardware and connectivity issues. Communicated complex solutions in simple terms, ensuring customer understanding and satisfaction.

B2B Support Connectivity Issues Customer Satisfaction Technical Communication

QA Analyst

ContactPoint 360

Feb 2018 - Dec 2018 (10 months)

Audited interactions to assess service quality for customer support agents. Ensured compliance with client standards for tone, empathy, and efficiency.

Quality Compliance

Sales Agent

Spark Energy

Oct 2017 - Feb 2018 (4 months)

Conducted telesales and customer support campaigns. Focused on achieving sales targets and providing effective customer assistance.

Telesales Customer Support Campaigns Communication Customer Service

Education

Degrees, certifications, and relevant coursework

Pontificia Universidad Javeriana

Bachelor's in Political Science, Political Science

Completed a comprehensive program in Political Science, focusing on analytical and critical thinking skills. Developed strong research and communication abilities essential for understanding complex societal structures.