Contact
Rodrigo Andrés SequedaCamejo
- (Mobile)-
Client Success Manager
Bogotá, Distrito Capital, Colombia
www.linkedin.com/in/
rodrigo-andrés-sequedacamejo- (LinkedIn)
Extract
Aptitudes
Relational Intelligence
Organizational Accuracy
Discernment
Customer Service Manager with several years of experience in
customer service, tech support, data entry, back-office, B2B client
onboarding, managing multicultural teams for first-class BPO
companies. In charge of corporate client’s experience, personnel
management, KPI analysis and reporting, staff development, and
process standardization in a fast-paced, high-energy environment.
Languages
German (Limited Working)
Portuguese (Ongoing Studies)
(Limited Working)
English (Native or Bilingual)
Successfully onboarded and implemented new customer service
campaigns working as the bridge between new clients and the
company’s internal teams. Stabilized and managed a Customer
Service operation of more than 80 team members achieving a 10/10
NPS score for the highest client satisfaction.
Certifications
Chef Rational – Rational
Project Management
Aiming to use my pro-active and ''can-do'' attitude along with
everlasting humor and teamwork abilities for an ever-expanding
SaaS – Microsoft Office 365
company to achieve the highest quality customer service experience.
Client &Account Management Udemy
Experience
Callzilla - The Quality-First Contact Center
3 years 5 months
Operations Manager
April 2021 - May 2022 (1 year 2 months)
Bogota,D.C., Capital District, Colombia
•
Determine call center operational strategies by conducting exercises like
performance reviews, capacity planning, and needs assessment.
•
Ensure high standard of service is delivered to customers through the
effectiveand efficient use of staff and other resources.
•
Provided KPI analysis and reporting to the management team.
Oversee the recruitment of required and qualified personnel.
Supervise staff/personnel daily activities.
Page 1 of 4
•
Coordinate implementations and strategies with the company’s different
processes (IT, HR, Training, WFM)
Client Success Coordinator
October 2020 - April 2021 (7 months)
Bogotá, Capital District, Colombia
•
Supported the customer success team and initiatives.
•
Provided guidance and knowledge resources to customers to
facilitate business objectives using the organization’s products
and services.
•
Assisted and led onboarding processes. Distributed product knowledge
materials, and tools.
•
Coordinated with internal teams in project implementations,
facilitating resources to customers, solving customer
complaints, suggestions, andrequests.
•
Administered issue tracking processes and compiled customer
feedback.Prepared reporting and tracked customer health and status.
Customer Service Support Manager
January 2019 - October 2020 (1 year 10 months)
Bogota,D.C., Capital District, Colombia
•
Strategized and monitored the daily activities of a customer service
experienceoperation.
•
Oversaw and assessed customer service staff activities, and provided
themwith regular performance-related feedback and coaching.
•
Organized and analyzed campaign data and created action plans to
achievegoals in metrics such as QA, Error Rate and CSAT.
•
Successfully implemented SOPs for Quality Analyst forms.
•
Developed Quality Analyst skills using platforms such as Astute Agent
and Genesys Purecloud.
•
Led recruitment efforts and training of new employees in areas of
customerservice and company policies.
•
Brought forth excellent creative thinking abilities and teamwork skills.
Islamorada Restaurant
First Cook
November 2018 - January 2019 (3 months)
Sopo, Cundinamarca
•
Ensure sanitary cooking conditions and appropriate safe food handling.
Prepared food carefully in response to customer requests or allergies.
Page 2 of 4
•
Responsible for proper cleaning and sanitation of work area and all
relatedkitchen equipment
•
Safely stored food items, and kept inventories.
•
Assisted in cost control, monitoring and ordering
supplies.Assisted in monitoring and guiding kitchen
staff.
•
Prepared and cooked individual dishes or entire meals.
Sanamente Gourmet
Kitchen Manager
March 2018 - October 2018 (8 months)
Bogotá D.C., Colombia
Restaurant La Divina Comedia Trattoria
Assistant Chef
June 2017 - March 2018 (10 months)
Bogotá D.C., Colombia
Pizza Chef
December 2016 - June 2017 (7 months)Bogotá
D.C., Colombia
Led kitchen team in creation of pizzas, pastas and other italian hot and cold
preparations.
Restaurant Vintage Estéreo
Line Cook
October 2016 - December 2016 (3 months)
Caracas, Venezuela
Restaurant Zoco
Entremetier (Pastas & Risottos)
April 2016 - September 2016 (6 months)
Caracas, Venezuela
Restaurant Vintage Estéreo
Pizza Cook
October 2015 - March 2016 (6 months)
Caracas, Venezuela
Page 3 of 4
Education
Instituto Superior Mariano Moreno
Associates Degree in Culinary Arts · (2016 - 2018)
Universidad Simón Bolívar
Bachelor's degree, Electrical and Electronics Engineering · (October
2011 - August 2016)
Page 4 of 4
