Gerardo Torres
@gerardotorres
Gestiono atención al cliente, soporte técnico y ventas en entornos remotos de alto volumen.
ColombiaWhat I'm looking for
He gestionado atención al cliente, soporte técnico y ventas cruzadas en entornos BPO, contact center y remotos.
En TP (Teleperformance), atendí clientes en un entorno de alto volumen, resolví casos, di seguimiento a CSAT y FCR, y realicé escalamiento para asegurar la satisfacción del usuario. En Intoven C.A., gestioné atención corporativa y procesos masivos 100% remotos, con seguimiento de KPIs y resolución de conflictos.
También brindé soporte técnico y ventas cruzadas para clientes de T-Mobile en Sutherland. Como consultor independiente, combino soporte técnico, asesoría comercial, marketing digital y herramientas de IA para optimizar los flujos de atención al cliente.
Experience
Work history, roles, and key accomplishments
Digital Consultant and Technical Support
Independent
Mar 2022 - Present (4 years 7 months)
Provided technical support, commercial consulting, and digital marketing. Used AI tools to optimize customer service workflows.
Managed customer service in a high-volume BPO environment. Resolved cases and monitored quality indicators (CSAT, FCR) with effective escalation to ensure user satisfaction.
Customer Service Representative
Intoven C.A.
Jan 2023 - Nov 2024 (1 year 10 months)
Provided specialized corporate attention and managed mass processes. Monitored KPIs in a fully remote environment and resolved conflicts to optimize customer experience.
Provided specialized technical support and cross-selling for T-Mobile customers. Used CRM for case management and tracking in a contact center environment.
Education
Degrees, certifications, and relevant coursework
Educacion Media
Bachiller Academico, General Studies
Completed secondary education with a Bachiller Academico degree.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
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