Leonardo Cano

Leonardo Cano Customer Success Representative --Bogota, Colombia SUMMARY Energetic Customer Service Expert with 3+ years of experience resolving complex customer inquiries on different fields. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. With a lot of experience on different systems, including Zendesk, CRM, Hubspot, Salesforce and more. Great at multitasking and problem solving. Fast learner and with excellent communication skills, always finding the best way to give an amazing experience on every single interaction. EXPERIENCE Content Moderator Teleperformance -Discord- • • • Managed content reported by the users to assure all of the interactions meet the company's Terms Of Service. Handled tools as Zendesk among others to verify and process any required actionl. Promptly responded over 100 tickets per day, through email and Zendesk platform. Customer Care Advisor Scotiabank (The Bank of Nova Scotia) • • • • • • • 02/2020 - 02/2021 Managed KYC (Know your customer) information on almost every interaction with the bank's customers. Delivered an incredible customer experience for the bank's customer Successfully found solutions for the customers when the customer first policy was always on the spot. Managed tools as Excel, AS400, PEGA to get and process customer's banking information. Managed Day to Day banking, revolving credit products and loans services. Responded around 70 calls and 50 email inquiries per day, always focusing on finding a solution for our customers. Performed excellent KPI's including Average Handle Time, Customer satisfaction Spanish Interpreter Language Line Solutions • • • 02/2021 - Present 09/2019 - 02/2020 Promptly interpreted more than 50 medical calls per day. Delivered flawless interpretations on different topics including Insurances and financial companies. Assisted B2B and B2C language barrier with excellent performance meeting all KPI's required by the company. Customer Service Support SITEL S.A - Iberia AIrlines 08/2018 - 09/2019 • Delivered an exceptional customer service experience, resolved issues and shared benefits of additional services. Recognized for being positive, intuitive, and client‑centric. • • • • Promptly responded to around 100 general telephone and email inquiries per day regarding existing business accounts. Arranged customer's schedule, flights, payments and services to help them travel. Handled changes, reservations and services using AMADEUS CRS. Performed with excellent KPI's, 2019 August Best Average handling time without decreasing other performances. E D U C AT I O N Gimnasio Virtual San Francisco Javier - High School Diploma 2016 1/2 C E RT I F I C AT E S Prioritizing Your Tasks 02/2021 - Present Customer Service Foundations 08/2020 - Present SKILLS Customer Service Advanced Delivering Results Effectively Advanced Zendesk Advanced Computer Skills Advanced Typing Expert Problem Solving Techniques Advanced CRM Advanced Active Listening Advanced Excel - Spreadsheets Intermediate Strategic Prospecting Skills Intermediate KYC (Know your Customer) P Advanced rocedures Organizational Skills Intermediate Strategic Time Planning Advanced Service and support Advanced Calling Advanced Native English Fluent LANGUAGES Spanish 2/2