Eddy Alexander Polania Laserna

EDDY ALEXANDER POLANIA LASERNA Personable and dedicated Customer Service Representative with extensive experience in contact center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed and process optimization. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses. . . EXPERIENCE November 2020 - Current Customer Service Representative - Contact Point 360, Bogotá • Maximized customer satisfaction by resolving service issues promptly. • Assisted customers with product-related questions, feedback and complaints. • Carefully reviewed each invoice and requisition for payment, resolving errors prior to processing. • Communicated with clients, partners and internal departments to resolve issues and provide clarification on financial matters. CONTACT Bogotá, Colombia-- SKILLS • • • • • • • • • May 2017 - September 2020 Customer Service Representative: Teleperformance Colombia, Bogotá • Processed and issued product orders and service upgrades for customers. • Maximized customer satisfaction by resolving service issues promptly. • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution. Logistical planning Customer needs analysis Process optimization Live chat support Call center experience Multi-tasking Remote teamwork Problem-solving Active listening LANGUAGES Spanish: First Language English: Upper Intermediate B2 February 2013 - March 2017 Logistics Coordinator - Cargolap logística SA, Bogotá • Kept in regular contact with delivery drives to maintain updated on order statuses and promptly communicate to customers in case of any shipment delays. • Coordinated warehouse activities to ensure inbound and outbound lead times were accurate and managed efficiently. • Ensured the efficient and cost-effective distribution of goods by closely monitoring all steps within the supply chain process. EDUCATION 2012 High School Instituto Nazareno Modelia, Bogotá, DC Informatics Engineering Universidad Militar Nueva Granada, Bogotá, DC