Gesner Yesid Espitia Quintero
St. Cloud,FL
Summary
Highly skilled Bilingual Call Center Agent with background in customer service and dispute resolution. Able to communicate effectively in both English and Spanish, demonstrating superior problem-solving skills and cultural sensitivity. Demonstrated success in enhancing customer satisfaction and fostering client loyalty. Skilled at multitasking on multiple call line systems, creating positive experiences for customers even under challenging circumstances. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
14
14
years of professional experience
Work History
Bilingual Call Center Agent
Teleperformance
Bogota, Cundinamarca
01.2015 - 12.2026
- Provided customer service in Spanish and English over the phone for incoming calls.
- Coordinated with other departments within the organization to ensure effective communication between teams.
- Facilitated meetings between Spanish-speaking clients and English-speaking staff members.
- Resolved customer complaints in a timely manner by providing accurate information on products or services.
- Interpreted conversations between Spanish-speaking customers and English-speaking staff.
- Assisted customers with product inquiries, order placements, billing issues, and account management.
Bilingual Call Center Agent
Sitel
Bogota, Cundinamarca
03.2014 - 12.2025
- Responded to customer queries via phone, email, or chat in a professional manner.
- Followed up with customers after calls and chat sessions were completed to ensure their satisfaction.
- Monitored performance metrics such as average handle time and abandoned calls rate.
Paralegal Student
catholic university of colombia
Bogogta, Cundinamarca
01.2014 - 11.2025
- Prepared summaries of depositions, hearings, trials, and meetings.
- Prepared correspondence to clients, opposing counsel, courts, and agencies as directed by attorney supervision.
- Worked closely with attorneys to ensure that all deadlines were met in accordance with established procedures.
- Assisted in preparing witnesses for court proceedings.
- Conducted interviews with potential witnesses prior to trial proceedings.
Paralegal Assistant
rodriguezaboigadosyasociados.sas
Bogota , Cundinamarca
02.2013 - 11.2025
- Performed legal research using online sources such as LexisNexis.
- Reviewed legal documents for accuracy and completeness.
- Drafted pleadings, motions, discovery requests, subpoenas and other court filings.
- Researched laws and regulations governing specific areas of practice such as real estate or family law.
Education
Advanced English Passages - English Course
Canadian College
Bogota Colombia01-2009
Cadet, -
Colombian Army
Bogota Colombia12-2007
High School Diploma -
Institute Tecnological of South
Colombia, Bogota11-2006
Proficiency -
Electronic Language Center Foundation
Bogota Colombia05-2006
Occuopational Technician in Academic Knowledge in The English Language -
Electronic Languaje Center Foundation
Bogota Colombia12-2005
Some College (No Degree) - 10 Semesters of Colombian Laws
Catholic Juniversity of Colombia
Bogota ColombiaSkills
- Bilingual communication
- Customer service
- Conflict resolution
- Product knowledge
- Account management
- Performance monitoring
- Team collaboration
- Empathy and patience
- Cross-cultural awareness
- Fluent bilingualism
- Call control
- Training experience
- Call center customer service
- Providing customer support
Timeline
Bilingual Call Center Agent
Teleperformance
01.2015 - 12.2026
Bilingual Call Center Agent
Sitel
03.2014 - 12.2025
Paralegal Student
catholic university of colombia
01.2014 - 11.2025
Paralegal Assistant
rodriguezaboigadosyasociados.sas
02.2013 - 11.2025
Advanced English Passages - English Course
Canadian College
Cadet, -
Colombian Army
High School Diploma -
Institute Tecnological of South
Proficiency -
Electronic Language Center Foundation
Occuopational Technician in Academic Knowledge in The English Language -
Electronic Languaje Center Foundation
Some College (No Degree) - 10 Semesters of Colombian Laws
Catholic Juniversity of Colombia
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