Daniel Riaño
Services Representative
Bogotá, Colombia,Cundinamarca
Summary
Experienced services representative bringing 8+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Sagesure
, New Jersey
01.2024 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Partner Support Representative
Booking.Com Call Center
01.2023 - 12.2023
- Continually sought opportunities for professional development within the role, staying abreast of industry shifts to better serve partner needs.
- Played a pivotal role in onboarding new partners by providing necessary resources, tools, and training materials required for seamless integration.
- Maintained up-to-date knowledge of industry trends and best practices, informing proactive support strategy adjustments accordingly.
- Developed strong relationships with partners, resulting in increased trust and long-term business growth.
- Organized training sessions for new Partner Support Representatives, leading to improved team competency levels.
- Handled escalations from partners professionally while adhering to company guidelines and protocols.
Customer Service Representative
Accedo Technologies
10.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Logistics Coordinator
Lean Solutions Group
02.2022 - 06.2022
- Tracked orders and notified customers of status or potential delays.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Improved order accuracy through meticulous data entry and verification processes.
- Coordinated with suppliers for timely delivery of materials, ensuring continuous production.
Customer Service Representative
Medtronic
12.2020 - 12.2021
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained accurate records of inventory levels, ensuring proper stock management and order fulfillment.
- Proactively identified potential risks associated with transactions which helped avoid costly errors.
- Collaborated with cross-functional teams for timely project completion and effective resource allocation.
- Contributed to the overall success of the organization by consistently meeting or exceeding performance targets set by management.
- Ensured timely delivery of products to customers through diligent coordination with logistics providers.
Customer Care Consultant
Scotiabank
04.2017 - 08.2020
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Developed customized solutions for clients, resulting in higher satisfaction rates and repeat business.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
Education
Bachelor of Science - English-as-a-Second-Language Education
Universidad INCCA De Colombia
Bogotá, Colombia 05.2001 -
GED -
SENA-CTT
Bogotá, Colombia 05.2001 -
High School Diploma -
El Jazmin IED
Bogotá, Colombia 05.2001 -
Skills
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Time Management
Decision-Making
Training and mentoring
Issue Resolution
Handling Escalations
MS Office
Quality Assurance
Customer Relationship Management (CRM)
Customer Service
Leading Team Meetings
Report Generation
QA
Adaptability and Flexibility
Multitasking
Effective Communication
Phone and Email Etiquette
Coaching and Mentoring
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
Sagesure
01.2024 - Current
Partner Support Representative
Booking.Com Call Center
01.2023 - 12.2023
Customer Service Representative
Accedo Technologies
10.2022 - 01.2023
Logistics Coordinator
Lean Solutions Group
02.2022 - 06.2022
Customer Service Representative
Medtronic
12.2020 - 12.2021
Customer Care Consultant
Scotiabank
04.2017 - 08.2020
Bachelor of Science - English-as-a-Second-Language Education
Universidad INCCA De Colombia
05.2001 -
GED -
SENA-CTT
05.2001 -
High School Diploma -
El Jazmin IED
05.2001 -
Similar Profiles
LaTreasa BrookinsLaTreasa Brookins
Customer Service Representative at SagesureCustomer Service Representative at Sagesure
Bryan NerioBryan Nerio
Lead Supervisor at SageSureLead Supervisor at SageSure
Jakayla JudsonJakayla Judson
Property Insurance Agent at SagesureProperty Insurance Agent at Sagesure
Rossella BottoneRossella Bottone
Deputy Country Director at United Nations World Food ProgrammeDeputy Country Director at United Nations World Food Programme
CRISTIAN SIERRACRISTIAN SIERRA
Customer Travel Specialist at IGT Solutions.Customer Travel Specialist at IGT Solutions.