Sebastian Camilo Valbuena Quintero

Resolved 60+ customer accounts daily across phone, email, and live chat, owning each case from first contact to verified closure. Sustained a 90%+ monthly quality score graded by the client, cut cancellation risk to under 1% of monthly interactions, and ranked top 5 across the campaign.

First-line technical support for Disney+ subscribers within a 15-person campaign team. Resolved streaming, device and account-access failures, holding case resolution above 90% monthly. Matched the same 90%+ quality standard graded by the client itself, not internal audit, diagnosing root cause rather than restating the reported symptom.

University internship at the Observatory of Social Conflict and Protest. Built an automated Excel dashboard analysing 60 years of Colombian conflict data from a live database, rendering dynamic incidence charts by department. Contributed research published in Volume III of the academic series, and produced source documents for two departments.

140 academic hours completed while working full time (Nov 2025 - Jan 2026). Passed the final A1 examination across reading, writing, listening and speaking. Fourth language alongside Spanish (native), English (C1) and Portuguese (A1).

Six-month technical certification in digital marketing: content planning, social media management, email marketing and campaign metrics. Complements hands-on CRM work in HubSpot and Mailchimp.

Pursued a Bachelor of Arts in International Relations and Political Studies, gaining a strong foundation in global affairs and political analysis.