Oliver Barrientos Pinilla

Experience

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  Teleperformance

  Mar 2017 - Jun 2020

  Customer Service Sales Representative - Team Leader Supervisor

  As a CSR I excelled in technical support customer service and Business-to-Customer sales by performing genuine commitment to customer satisfaction, multitasking and exceptional verbal and written skills. In the role of Team Leader Supervisor I guided and supported groups of 25 members, employing strategic coaching methods to provide feedback and ensure performance accountability, enhancing individual competencies and alignment with objectives through consistent follow-up. Delivered communication skills and customer relationship management, resulting in significant team growth. Managed customer escalations and daily metric reports. Show less

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  Concentrix

  Jul 2020 - Mar 2021

  Customer Service Mentor - Trainer

  I assisted representatives in addressing product inquiries, resolving escalations, compromised to deliver feedback while compiling daily reports as a Mentor.Led training sessions as a Trainer backup, honing skills in lesson planning, facilitation, coaching, ground control, measures of learning effectiveness through assessments and group reporting.

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  Optum

  Apr 2021 - Apr 2023

  Senior Customer Service Representative - Quality Analyst

  As a Senior Customer Service Representative performed exceptional customer service through different communication channels, such as inbound/outbound calls, chats, emails and escalation resolution.I also functioned as Quality Analyst backup. Analyzed and documented call interactions, providing valuable feedback to associates. Created support materials, presentations and emails, to effectively communicate key information for quality measures. Maintained collaborative efforts with the quality department to ensure teamwork, I also directed training sessions to elevate quality assurance protocols, focusing on reducing opportunities and enhancing integration processes. Show less

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  Asurion

  May 2023 - Feb 2024

  Customer Service Sales Associate - Trainer

  As a Sales Representative Expert I developed strategies to identify customer values, tailor offers, spark interest and close deals, consistently exceeded KPIs in customer experience, quality standards, and time handling. Emphasized the importance of adaptability in the ever-changing sales environment.I also served as Trainer backup and Sales Facilitator, successfully onboarding and mentoring batches of 25 new hires, ensuring an effective transition to their roles.