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Sergio Sierra | Elance
 
176985602337900
Last Sign-in: Sep 19, 2016

Sergio Sierra

Bilingual (english/spanish) customer service rep.
   Colombia
  |   Bogot?, Cundinamarca

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Sergio Sierra's identity has been verified.  Learn More

Overview

Minimum Hourly Rate $7

3 years experience on bilingual (english/spanish) customer service, working for at&t as a representative and 2 years as a supervisor for Cricket Wireless. Experience on Voice and chat support. Fluent English.

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Aug 17, 2015|Customer Service|$4,608|Completed
|
5.0
Jan 15, 2015|Customer Service|$2,020|Completed

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Portfolio

Skills (5)

Tested
Bilingual (english / spanish)
Customer service
Voice customer service
Chat customer service
Customer Service (Call center env.)
My Score
avg
Passed

Service Description

World-class customer service, troubleshooting and problem solving, call center operations, complaint handling, reports and documentation, solid computer skills.

Cricket Wireless , Teleperformance, Bogotá March 2014 - January 2016
Supervisor

• Develop action plans and follow up representative’s performance based on score card analysis
• Train, motivate, and supervise customer service employees.
• Experience with coaching tactics to gain reps engagement and make them accountable.
• Analyze and generate strategies to achieve target on the Rep satisfaction metric.
• Perform live observations and follow up
• Analize recorded calls and chats vs quality forms
• Experience on internal and external quality calibrations.


At&t Wireless Prepaid, Teleperformance, Bogotá January 2014- March 2016
Representative

• Experience handling an average of 50 calls per day
• Add and remove features
• Process payments
• Basic troubleshooting on go-phone devices
• Walk customers through Myatt app and online account
• Promote self-service options

At&t Wireless Postpaid, Teleperformance, Bogotá 2012 -2013
Representative

• Experience handling an average of 50 calls per day
• Experience assisting customers regarding billing inquiries and disputes. (Prorated charges, fees, roaming, long distance, features)
• Analyze and recommend rate plans, features, and bundles to assure customer satisfaction. (Retention skills)
• Perform advanced troubleshooting
• Experience selling basic features
•...

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Employment

Teleperformance
Supervisor
2014 - Present
+ Develop representatives Coaching + Generate performance reports + Analize performance reports + Create action plans to reach campaaing targets

Education

Universidad Colegio Mayor de Cundinamarca
Bacteriólogo y Laboratorista Clínico, Professional
2003 - 2008
Universidad Nacional de Colombia
Curso de extensión en lenguas extranjeras (Ingles)
2002 - 2007
Overview  |  Job History  |  Portfolio  |  Resume/C.V.

Keywords

Customer service
billing
troubleshooting
metrics
satisfaction
efficiency
My Snapshot
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Elance Level
Level represents activity and experience on Elance. Freelancers start at Level 1 and achieve higher levels through their work. A higher "Level" indicates greater earnings, ratings and other achievements on Elance. Learn More »
  • 12 months
  • Lifetime
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0
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Identity
Username
customerservice43
Type
Individual
Member Since
December 2014
Elance URL
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0
Sergio Sierra | Elance

Sergio Sierra