Open to opportunities

Heiner Bohórquez

@heinerbohrquez

Bilingual Customer Service Representative focused on complaint resolution, client retention, and intercultural communication.

Colombia

Message

What I'm looking for

I’m looking for an on-site, hybrid, or fully remote customer service role where I can use my trilingual communication skills, handle complaints and PQR cases, and drive retention through fast, empathetic service in a multicultural environment.

I’m a bilingual Customer Service Representative with 2+ years of international experience resolving inquiries, managing complaints, and retaining clients across English, French, and Spanish channels. I deliver positive customer experiences through clear, persuasive communication and strong intercultural sensitivity, especially in fast-paced, multilingual environments.

I’m skilled in complaint resolution, PQR management, negotiation, and service recovery, using de-escalation and issue escalation to bring matters to resolution within SLA targets. In my recent role, I managed 50+ daily inbound inquiries, collaborated cross-functionally to resolve complex cases, and consistently improved customer satisfaction and first-contact resolution.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Rio – Recreations and Events

Feb 2021 - Apr 2023 (2 years 2 months)

Handled 50+ daily inbound inquiries from international clients in English, French, and Spanish, resolving issues consistently within SLA targets. Managed complaints and PQR cases using negotiation and de-escalation to improve client satisfaction, retention, and first-contact resolution.

De escalation Client Retention Negotiation CRM Systems Email Chat Support Intercultural Communication Data Entry

Education

Degrees, certifications, and relevant coursework

Universidad del Quindío

Bachelor’s Degree, Modern Languages (English & French)

2020 - 2026

Bachelor’s degree in Modern Languages with emphasis on English and French at Universidad del Quindío (Aug 2020–May 2026, expected). Coursework includes professional writing, persuasive communication, and cultural analysis, plus training in negotiation and conflict resolution.