Carlos Monsalve

Carlos Monsalve M A N A G E M E N T | C U S TO M E R S U C C E S S | P RO D U C T | BUSINESS DEVELOPMENT | SALES OPS P R O F I C I E N C Y I N E N G L I S H , I TA L I A N , P O R T U G U E S E A N D S PA N I S H With over 8 years of experience in fast-paced environments, I am a customer service expert in the BPO industry. I excel at handling responsibility, solving problems, and paying close attention to detail. As both a team player and a leader, I demonstrate strong active listening, critical thinking, and effective communication skills. My expertise spans both hard and soft skills, enabling me to deliver exceptional results in demanding settings. Proven track record in managing end-to-end service accounts for wholesalers, hospitals, internal, and external clients. Specialized in integrating Escalations-Incidents/ Management, Disputes/Claims, Billing, and CSAT Management for comprehensive customer excellence, ensuring the delivery of services meets and exceeds high global standards. mpylotpenH idsHort LeHadls Santiago de Chile -- kdnSs LinkedIn https://www.linkedin.com/in/carlosmonsalve-jr/ Supervisor Teruya&Sterling Attorney at Law, Miami -) gSdlls • Proposed and led a high visibility cross-organizational initiative aimed at increasing our promoters' customers per day, making impactful initiative in terms of CSAT results new CRM Escalations SOP for a chargebacks incident in Q3-Q4 2024, decreasing the cxl rates for up to 15% Communication Skills Supervisor Hopper INC, Montreal, Canada -) Teamwork • Hopper Marketplace Management Team built and launched different SOPs for the TMP Department with a 10% growth-sales increase in Q2-2024 • As a Leader in the TMP Department built with the Product and BZ Dev Team, a new CRM Escalations SOP for a chargebacks incident in Q2-Q3 2023, decreasing bank-cgb in 10% VOC Coach AT&T, Teleperformance USA Marketplace -) • Contributed to the launch of the escalations SOP by building out our escalation CRM management capability- improving our Attrition up to 30% in 2020 • Led the development and the go-to-voice of the Customer teams, working daily with our TMs to improve our Customer Service, focusing on our main /PI8S/I via coaching and training sessions Customer Service Leader (B&F) Click Clack Hotel (2017 - 2019) • Scheduling FTE based on the daily needs on a weekly basis, facilitating clear communication within the team to effectively resolve customer issues on daily briefings • Excelling in problem-solving to address guest concerns and ensure their satisfaction, promoving our CSAT and RV in up to 20% in Q4-2019 Problem Solving Microsoft OfQce Ability to Multitask Decision Making Leadership Time Management Adaptability Business Development Attention to Detail Ability to Work Under Pressure mucRaHdon kan ca es BS in Languages, University of Los Andes English Graduated with High Honors. Italian MS Planning, University of Buenos Aires, Buenos Aires Spanish Dissertation in Progress. Buenos Aires University, ARG Portuguese feDerenRes Elie Naamy, Director Performance and Improvement from Transat Naamyelieígmail.com Sarah Hutchings, Product Operations from Hopper INC Shutchingsíhopper.com