Luis Schlappkohl
@luisschlappkohl
I lead multilingual customer operations and create tailored English-learning experiences.
ColombiaWhat I'm looking for
I've led collections operations for a 20-agent team at Airtech Communications, coaching performance against KPIs and helping agents handle objections to meet campaign goals. I also delivered multichannel telecommunications support at EXL Service, resolving complex inquiries through CRM and ticketing systems while meeting Quality, AHT, and schedule-adherence metrics.
Today, I design English courses and customized learning materials at Linüi Academy. I bring native Spanish, C2 English, B2 German, and experience supporting international delegations at the Presidency of the Republic of Colombia.
Experience
Work history, roles, and key accomplishments
English Teacher
Linüi Academy
Mar 2026 - Present (7 months)
Design and deliver English courses aimed at developing communicative skills across various student proficiency levels. Create and adapt pedagogical materials and conduct continuous assessments of academic progress.
Bilingual Customer Service Agent
EXL Service
Apr 2023 - Aug 2025 (2 years 4 months)
Delivered multichannel support to telecommunications customers requiring specialized communication services. Managed, escalated, and resolved complex customer inquiries utilizing CRM platforms and ticketing systems.
Team Leader (Collections)
Airtech Communications
Feb 2022 - May 2023 (1 year 3 months)
Led and supervised a team of approximately 20 agents on a specialized collections campaign. Executed 1-on-1 coaching sessions, tracked individual and group performance KPIs, and delivered actionable feedback.
Customer Service Representative
Teleperformance
Jul 2021 - Feb 2022 (7 months)
Provided end-user support for an online platform via voice channels and remote assistance. Handled customer inquiries, resolved escalations, and maintained high levels of customer satisfaction.
Protocol Officer / Tour Guide
Presidency of the Republic of Colombia
Jan 2011 - Dec 2012 (1 year 11 months)
Provided protocol guidance and hosted national and international official delegations during presidential visits. Delivered historical and institutional presentations of the Presidential Palace and provided logistical support during high-profile official events.
Education
Degrees, certifications, and relevant coursework
Escuela de Instrucción Aeronáutica
Aeronautical Flight Dispatcher Studies, Aeronautics
Completed Aeronautical Flight Dispatcher studies in Bogotá in 2012.
Cypress Bay High School
High School Diploma, General Studies
Completed high school education at Cypress Bay High School in Weston, Florida, graduating in 2009.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
Skills
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