Open to opportunities

Santiago Ossa

@santiagoossa

Bilingual Customer Service & BPO professional delivering empathetic, high-volume support and successful transfers for international clients.

Colombia

Message

What I'm looking for

I’m looking for a fast-paced BPO/customer service role where I can use my English C1, deliver de-escalation and multi-channel support, and improve CSAT/QA while resolving issues through voice and digital channels.

I’m a highly motivated, bilingual customer service and BPO professional with proven experience managing high-volume voice and transfer campaigns for international clients. With advanced English proficiency (C1) and Spanish as my native language, I bring an adaptable, results-driven mindset to fast-paced call center environments.

I’ve delivered top-tier support through customer retention, real-time problem solving, de-escalation, and empathetic communication across voice and digital channels. In my roles, I maintained QA compliance by accurately logging customer data into internal platforms, streamlined customer intake and data validation processes, and facilitated live transfers to senior tiers to optimize AHT while exceeding campaign KPIs like CSAT and QA.

Experience

Work history, roles, and key accomplishments

Bilingual Transfer Agent

Radius Global Solutions

Mar 2023 - Aug 2023 (5 months)

Streamlined customer intake and data validation for bilingual (English/Spanish) campaigns and managed high-volume customer interactions with accuracy and professionalism. Maintained QA compliance by logging data in internal platforms and facilitated live transfers to senior tiers to support AHT and customer satisfaction.

Customer Service Bilingual Support Customer Intake Data Validation High Volume Queue Management Live Transfers Customer Retention De escalation Active Listening CRM Platforms Call Center Software Microsoft Office Suite Google Workspace AHT CSAT

Voice Agent - Social Media Campaign

Accedo Technologies

Jul 2022 - Nov 2022 (4 months)

Served as the primary front-line contact for global users, resolving inquiries related to mobile and social media applications. Applied active listening and customer-focused communication to meet and exceed service quality standards and CSAT, while aligning with evolving campaign guidelines.