Open to opportunities

Santiago Amezquita

@santiagoamezquita

Customer service and operations professional who drives QA standards, reduces escalations, and improves customer experiences.

Colombia

Message

What I'm looking for

I’m looking to keep growing in customer service and operations, using clear communication and strong QA practices to reduce escalations, improve customer experiences, and deliver measurable impact within a collaborative BPO team.

I’m a customer service and operations professional with 2+ years of experience in BPO environments, including Teleperformance and Concentrix. I’ve progressed from Customer Service Agent to Quality Analyst and Subject Matter Expert (SME), building a reputation for clear communication and dependable support.

I focus on strengthening customer experiences by reducing escalations and maintaining consistent QA standards. Through strong collaboration, adaptability, and problem solving, I help teams deliver accurate outcomes and stay accountable to quality.

I’m motivated to continue growing and deliver measurable impact—bringing my communication, critical thinking, and customer-focused mindset to a collaborative operations environment.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Teleperformance

Feb 2025 - Aug 2025 (6 months)

Worked as a Subject Matter Expert (SME) supporting customer service outcomes. Leveraged strong communication, accountability, and critical thinking to improve customer experience.

Subject Matter Expert Communication Accountability Collaboration Critical Thinking Customer Experience

Quality Analyst

Teleperformance

Nov 2024 - Jan 2025 (2 months)

Served as a Quality Analyst, maintaining consistent QA standards to support stronger customer experiences. Applied clear communication and problem-solving skills to help reduce escalations.

Quality Assurance (QA)& QA Communication Collaboration Problem Solving Customer Experience

Operations Customer Expert

Teleperformance

Dec 2023 - Oct 2024 (10 months)

Worked as an Operations Customer Expert in customer service and operations at Teleperformance. Focused on improving customer experiences through clear communication and collaboration.

Customer Service Operations Communication Collaboration Problem Solving Customer Experience

Customer Service Agent

Concentrix

Oct 2023 - Nov 2023 (1 month)

Worked as a Customer Service Agent supporting customer experiences in a BPO environment. Recognized for clear communication, collaboration, adaptability, and problem solving.

Customer Service Communication Collaboration Problem Solving Customer Experience