Sebastian Giraldo Ruiz

I am a person interested in learning and focused on contributing to the company’s needs. I stand out for being disciplined, punctual, charismatic, and highly committed to teamwork, and I enjoy improving my work and personal skills every day.

At Teleperformance in Medellín, Colombia, I worked in Customer Service & Operations as a Customer Service Agent for 4 months, handling live customer calls and providing immediate solutions. I ensured customer satisfaction through active listening and clear explanations, and I developed strong problem-solving and communication skills under high-pressure situations.

After that, I supported frontline teams as Floor Support for 8 months—conducting “shadows” to monitor performance and deliver constructive feedback, and acting as the first point of escalation to resolve complex cases in real time. As a Subject Matter Expert (SME) for 8 months, I analyzed and clarified performance metrics, monitored incoming and outgoing call volumes, and designed and implemented a real-time tracking system in Google Sheets to track call topics, resolution rates, and outcomes while collaborating with management to improve efficiency, accuracy, and reporting transparency.