Open to opportunities

Sebastian Garzon Samudio

@sebastiangarzonsamud

Message

Bilingual customer service and technical support specialist driving satisfaction and sales growth.

Colombia

Message

What I'm looking for

I’m looking for a bilingual, customer-first CX role where I can combine technical troubleshooting and CRM case management to resolve issues fast, support retention through cross-selling, and keep satisfaction above 95%.

I’m a bilingual Customer Experience (CX) professional with over a year of experience managing remote operations, tech support, and high-volume customer accounts. I navigate CRM platforms like Salesforce and Zendesk to resolve complex billing and technical issues while consistently maintaining 95%+ satisfaction rates.

In my roles, I’ve exceeded sales goals by identifying customer needs and recommending upgrades, contributing to a 20% increase in client retention. I also handle security hardware, account access, and payment issues—resolving 120+ cases per week and logging detailed case notes to maintain a 95% on-time resolution rate.

I’m currently pursuing a degree in Systems Engineering to strengthen my problem-solving toolkit, and I bring strong attention to detail, collaboration, and escalation management to every interaction.

Experience

Work history, roles, and key accomplishments

Bilingual Customer Service Rep

IGT Solutions

Sep 2025 - May 2026 (8 months)

Processed new flight bookings, reservation changes, and cancellations while providing accurate travel and voucher information to passengers. Resolved high-volume inquiries efficiently while maintaining top-tier customer satisfaction.

Customer Support Voucher Coupon Management Customer Satisfaction Bilingual Communication & Compliance

Bilingual Customer Service & Sales

OTDAmericas

Jun 2025 - Sep 2025 (3 months)

Handled high-volume billing disputes and technical troubleshooting, switching fluently between English and Spanish to improve retention. Exceeded sales goals by recommending Fiber internet and wireless upgrades while managing sensitive client data in the CRM.

Billing Disputes Technical Troubleshooting Sales Growth Account Management CRM Data Management Bilingual Support Customer Retention Hardware Support

Bilingual Customer Service Agent

Teleperformance

Feb 2025 - Jun 2025 (4 months)

Resolved 120+ weekly cases involving security hardware, account access, and payment issues, targeting 95% on-time resolution. Increased client retention by 20% through education on system upgrades and security plans while maintaining detailed case notes and email updates.

Customer Support Security Hardware Support Account Access Case Management Scheduling coordination Customer Retention Bilingual Communication

Education

Degrees, certifications, and relevant coursework

Universidad el Bosque

Systems Engineering

Studying Systems Engineering at Universidad el Bosque (third semester, on hold).

Platzi Academy

Certifications, Object-Oriented Programming, Web Development, Business

Completed certifications in Object-Oriented Programming, Web Development, and Business at Platzi Academy.

Instituto C.E.A.C.

High School Diploma

Completed a High School Diploma at Instituto C.E.A.C.

Data Group – Como En Casa UEB

Data Entry / Data Analysis

Activities and societies: Managed daily data entry for patient and applicant records; trained 10 volunteers on data protocols, increasing reporting speed by 40%.

Completed complementary training with Data Group – Como En Casa UEB focused on accurate data entry and reporting.