Luis Infante
- ● Medellín, Colombia, 050021 ●-
TEAM LEADER, OFFICE ADMINISTRATOR & MANAGER
Bookkeeping | Data Entry | Real Time Management
Reliable, energetic, and resourceful customer service Team Leader with over three years
of experience in BPO industry, resolving complaints, and promoting win-win resolutions
for a US located company listed on the Fortune 500 list. Ability to cultivate key
relationships among team members. Expertise in client services, team management,
relationship-building, and communication.
WORK EXPERIENCE
RIGHT HOME REALTY - Medellin, Colombia
3/2021-Present
Administrator & Legal Representative (English Environment)
Performing a highly responsible and confidential role for a real estate company based in
New York City, responsible for maintaining an optimal level of productivity, Quality
Analysis, Data Entry, and Management of Zendesk Sell and Zendesk Support.
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Designed and implemented the KPI for the company in Excel, as well as updating
it on a daily basis for performance bookkeeping purposes.
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Designed and implemented the Employee Database currently used by the company
to store human talent records and metrics indicators.
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Actively participated in defining metrics, performance bonuses and processing
that data into spreadsheets to automatically generate payouts.
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Responsible for managing the import of Leads in Zendesk, managing and handling
user profiles of new and terminated employees.
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Responsible for auditing calls, controlling call quality, and generating reports to
support coaching sessions.
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Used social media as a tool for searching human talent, interviewing prospects,
and actively participating in hiring decisions.
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Managing Office private networks
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Real-Time Management.
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Quality Analysis.
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Recruiting
8020REI - Remote
11/2020 - 02/2021
SMS Coordinator (English Environment)
Worked remotely as independent contractor for a Real Estate company
● Responsible for contacting prospects in the Texas and New York market,
prospecting, identifying, and classifying them into Leads.
Accedo Technologies - Floridablanca, Colombia
04/2019-10/2020
Team Leader, TL (English Environment)
Used strong communication and leadership skills to collaborate with team members to
ensure efficient service, and worked on design and implementation of action plans for
team members development.
● Successfully designed action plans to bring two teams of new hires to target on
metrics in two months.
● Managed to handle duties of Real-Time Analyst, and Quality Analyst due to work
schedule placed on the overnight shift.
● Received award for being best Team Leader during the period between May 2019August 2019.
● Organized transportation logistics, and participated in the change of site location,
with the least impact possible on operations.
● Identifying personality types and learning styles to provide the best coaching to
agents.
● Real Time Analysis using NICE IEX
Accedo Technologies - Floridablanca, Colombia
09/2018-03/2019
Bilingual Customer Service Representative (English Environment)
Responsive for taking over 120 daily calls in the retail industry while ensuring quality
service.
● Promptly respond to customer inquiries via phone.
● Quickly and efficiently open customer accounts by accurately recording account
data.
● Maintain financial accounts by processing customer adjustments timely and
professionally.
● Managed to keep a great performance on overall metrics and rewarded for best
attendance in February 2019.
● Efficiently handled calls from 4 departments simultaneously during the same
period guaranteeing quality.
Zahara Motors - Bucaramanga, Colombia
02/2016-08/2018
Head of Area
Responsive for keeping the normal operations on a hardware store, and working to
carefully fix damaged cars.
● Excellent record of hardware inventory, and helping customers get the piece that
best fitted their needs.
● designed, and implemented a micro-controlled electronic system to test gas
injectors.
● Responsive for manually performing car repairing guaranteeing excellent results.
EDUCATION
UNIDADES TECNOLÓGICAS DE SANTANDER
(Santander Technologic Unities)
Electronics technician 2015
COURSES
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Excel basics special (December 2020)
Design, and manufacture of printed circuits (October 2015) •
Home electrical installation (July 2014)
c ++ coding (June 2014)
computer architecture (May 2014)
Operation, and installation of electric rotating machines (April 2014)
Generation, transformation, and use of electrical energy (March 2014)
PROFESSIONAL SKILLS
● Proficient in usage of Microsoft Office (Word, Excel, PowerPoint) and Google
Suite (Docs, Sheets, To Do...).
● NICE IEX, NICE Engage, CITRIX, TSYS.
● Comfortable working on CRMs: Salesforce and Zendesk.
● Data Entry.
● Hardware and Software troubleshooting.
● Lavamaps, Zillow, PropertyShark.
● One Drive, SharePoint, Microsoft Teams
● Gmail, Outlook, Google Voice.
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Pivot Tables, Macros.
KPI, Payroll.
Neuro-linguistic programming applied to coaching.
Behavioral styles applied to feedback sessions.
VOLUNTEER EXPERIENCE
Fundación dar con Amor (“To give with love” Foundation)
Non-profit organization
● Participating in funds collecting activities, and productive brainstorming sessions
to find sponsors.
● Cooperated in multiple animal shelter cleaning events with international
volunteers.
LANGUAGE COMPETENCIES
● Spanish: Native Language
● English: Fluent (Speaking, Reading, Writing)
● Italian: Intermediate (Speaking, Reading, Writing)
Luis Fernando Infante Roa
C.C:-
