Sebastian Florez
@sebastianflorez1
I’m a Microsoft Subject Matter Expert driving technical support excellence through process improvement and coaching.
ColombiaWhat I'm looking for
I’m a customer support and operations professional with progressive leadership experience, including a Subject Matter Expert role at Microsoft. In high-volume, fast-paced environments, I combine hands-on technical expertise with coaching, clear communication, and performance reviews to maintain consistent service quality and strong customer satisfaction.
At Microsoft, I ensure seamless collaboration with a team of 10+ specialists, design and implement workflow improvements for escalation handling, and regularly review operations to identify areas for improvement. Previously, as a Support Representative, I resolved complex Microsoft product and service issues across phone, email, and live chat—averaging 50 tickets per day, achieving a 95% customer satisfaction rate, and reducing incident resolution time by 30% through CRM-driven efficiency.
Experience
Work history, roles, and key accomplishments
Led daily collaboration with a team of 10+ specialists by maintaining clear communication and providing timely guidance. Designed and implemented an escalation-handling workflow to improve efficiency and overall team productivity.
Provided technical support for complex Microsoft product and service issues across phone, email, and live chat. Resolved an average of 50 tickets per day, achieving 95% customer satisfaction and reducing incident resolution time by 30%, while improving procedures to reduce resolution time by an additional 20% across 150+ weekly tickets.
Customer Service Representative
Cricket Wireless
Feb 2019 - Aug 2019 (6 months)
Resolved 50+ daily customer issues via phone and email, using CRM and ticketing systems to improve service quality. Increased customer satisfaction scores by 15% over six months, reaching a 95% satisfaction score.
Assistant Designer
InPrezzo Produccion Grafica Ltda
May 2017 - Sep 2017 (4 months)
Operated digital and offset printing equipment to produce print materials that met specifications and quality standards, and handled bindery tasks including cutting, folding, collating, and assembling. Supported design concepts for 20+ client projects using Adobe Creative Suite and CAD, contributing to a 25% increase in client satisfaction scores.
Education
Degrees, certifications, and relevant coursework
DAXUS Latam
Master in Power BI, Power BI
2025 -
Remote Master in Power BI program with DAXUS Latam starting January 2025.
Universidad de Bogotá Jorge Tadeo Lozano
Graphic Design
2023 -
Studied Graphic Design at Universidad de Bogotá Jorge Tadeo Lozano starting January 2023.
Liceo Hermano Miguel de La Salle
Academic Degree
2016 -
Completed an Academic Degree program at Liceo Hermano Miguel de La Salle starting January 2016.
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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