Open to opportunities

Ivan Dulcey

@ivandulcey

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Bilingual sales and customer success specialist driving KPIs, coaching teams, and improving retention.

Colombia

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What I'm looking for

I seek a customer-facing role where I can coach teams, improve KPIs, drive retention, and work with cross-cultural U.S. clients in a collaborative, growth-oriented environment.

I am a bilingual (Spanish/English C1) sales and customer success specialist with over four years of experience supporting U.S. markets and leading front-line teams.

I have managed inbound/outbound customer interactions, coached and supervised agents, and conducted KPI analysis (AHT, CSAT) to recommend improvements that raised satisfaction and efficiency. At Accedo Technologies I implemented productivity strategies that increased efficiency by 15% and consistently improved conversion and retention metrics.

I bring consultative sales skills, CRM experience (Salesforce, Zendesk), strong cross-cultural communication, and a results-oriented mindset focused on delivering value and operational continuity.

Experience

Work history, roles, and key accomplishments

Sales & Customer Support Representative

Foundever

Jan 2024 - Dec 2024 (11 months)

Managed inbound and outbound customer interactions in English and Spanish, supported onboarding and training of new agents, and performed KPI analysis (AHT, CSAT) to recommend improvements that enhanced customer satisfaction.

Customer Service Onboarding KPI Analysis CSAT CRM

Bilingual Medical Interpreter

Interpretia

Jul 2023 - Dec 2023 (5 months)

Facilitated communication between U.S. healthcare staff and patients in English and Spanish, applying medical terminology with accuracy and empathy to ensure effective clinical interactions.

Medical Interpretation Active Listening Remote Collaboration Cultural Competence Patient Advocacy

Team Lead Manager

Accedo Technologies

Jan 2021 - Jul 2023 (2 years 6 months)

Supervised and coached a team of agents, improved sales KPIs including conversion and CSAT, and implemented productivity strategies that increased efficiency by 15%.

Team Leadership Coaching KPIs Productivity Improvement Conflict Resolution Scheduling

Customer Service Associate

Amazon

Jan 2020 - Dec 2021 (1 year 11 months)

Handled orders, refunds, shipments, and claims for U.S. customers, ranking in the top 10% of the team on satisfaction metrics and strengthening multitasking and problem-solving skills.

Order Management Customer Support Multitasking Sales Support Problem Solving CSAT