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Yesid Ramirez

@yesidramirez

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Remote customer service operator at Metrickal handling Spain package-delivery cases across calls, chats, and tickets.

Colombia

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What I'm looking for

I’m looking to contribute my experience in remote customer service, multichannel support, BPO operations, case management, and user support to service quality and operational goals.

At Metrickal, I handled inbound customer inquiries about package deliveries for the Spain market, managing requests and incidents through calls, chats, and tickets.

I used Ringover for phone support and Zendesk and other operational platforms to record and follow up on cases. Earlier, at AIC CONSTRUCCIONES S.A.S., I supported HR administration, employee training and induction, and interviews.

Experience

Work history, roles, and key accomplishments

Operador de llamadas, chats y tickets

Metrickal

Jan 2023 - Sep 2026 (3 years 8 months)

Provided inbound customer service for package deliveries in the Spanish market, managing requests and incidents via calls, chats, and tickets. Used Ringover, Zendesk, and other platforms to track and resolve cases while meeting quality and productivity indicators.

Zendesk Ringover DingTalk Echo Google Workspace DCP Alimail Customer Service Inbound Calls Live Chat Ticket Management Case Management Incident resolution BPO Operations Quality Metrics Productivity Metrics

Administrativo de Recursos Humanos

AIC Construcciones S.A.S.

Jan 2020 - Dec 2022 (2 years 11 months)

Supported administrative processes in the Human Resources area, including employee training and induction activities. Assisted with interviews and guidance on the delivery, use, and care of work equipment.

Human Resources Administrative Support Training Induction Interviewing Coordination Communication Skills