Marcel Anaya
Team Leader - Engineer
Bogota,Colombia
Summary
I'm a newly graduated Engineer, with 8 years of experience in the BPO industry in both Technical Support and Customer Service. I'm also knowledgeable in networking, databases, programming languages and web development.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
<p>Team Manager</p>
Sutherland Global Services, Google Bogotá
07.2018
- Managing Databases and spreadsheets for the generation of reports at the operation level.
- Delivered consistent good results on Customer Satisfaction, Productivity and Quality scores.
- Leader of Technical Support teams, responsible for performance and development of groups of 15 to 25 support agents.
- Planning and delivering effective Coaching to agents with goal of driving desired results on main KPIs.
- Communicating with support areas to gather feedback on adherence to quality and policy guidelines, and taking action as needed.
- Offering support with product knowledge.
- Working with Operations managers in preparation and execution of actions plans.
- Holding Team Huddles for delivery of clear updates.
- Planning engagement efforts to keep teams motivated.
<p>Technical Support Agent</p> <p></p>
Sutherland Global Services, Google Bogotá
06.2016 - 06.2018
- Providing technical support on several of Google applications such as Gmail, Drive, Google Analytics and YouTube.
- Maintaining professional communication with customers via phone and email channels, always prioritizing customer satisfaction.
- Following procedures for quality assurance and client security policies.
- Routinely reaching Satisfaction score of 95%.
<p>Customer Care Agent</p> <p></p>
Teleperformance Colombia, Assurance Wireless
06.2014 - 04.2016
- Providing technical support with Cellphone devices.
- Processing Credit/Debit card transactions.
- Assisting Customers to navigate complex application procedures.
- Consistently delivered results on main KPIs handled, such as NPS and AHT.
<p> Portability Agent</p> <p></p>
Bilateral-Colaboro, Tracfone
08.2013 - 06.2014
- Processing customer's requests in a timely manner while following strict internal procedures.
- Handling multiple vendor platforms.
- Communicating with customer's on resolution status via phone and email.
Education
Electronics Engineering - Electrical, Electronics And Communications Engineering
Universidad Francisco De Paula Santander
Cucuta, Norte De Santander Colombia 01.2016 - 09.2021
Skills
Effective Communication, Leadership & Coaching Tactics
Advanced Excel, Microsoft Office and Google Workspace
Database management with SQL
Programming with JavaScript and C
Electronics & Networking Concepts
Google Cloud Technologies
Web Development with MERN stack
Certification
Google Cloud Platform - https://googlecloudcertified.credential.net/profile/7fbe83806a83c63c0bfb141277e8a037eee403c1Professional Cloud Architect
References
Sr Account Manager - Sutherland Global Services
Phone number: +57 302 4040639
Timeline
Google Cloud Platform - https://googlecloudcertified.credential.net/profile/7fbe83806a83c63c0bfb141277e8a037eee403c1Professional Cloud Architect
11-2019
Team Manager
Sutherland Global Services, Google Bogotá
07.2018
Technical Support Agent
Sutherland Global Services, Google Bogotá
06.2016 - 06.2018
Electronics Engineering - Electrical, Electronics And Communications Engineering
Universidad Francisco De Paula Santander
01.2016 - 09.2021
Customer Care Agent
Teleperformance Colombia, Assurance Wireless
06.2014 - 04.2016
Portability Agent
Bilateral-Colaboro, Tracfone
08.2013 - 06.2014