Camilo Rodriguez

Camilo Rodriguez

About

Detail

Bogota D.C., Colombia
Contact Camilo regarding: 
work
Full-time jobs
Flexible work

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • D
    CUSTOMER SERVICE LEAD SUPERVISOR
    DraftKings
    Dec 2024 - Apr 2025 (5 months)
    Led a team of 17 agents in providing Customer service support via Zendesk, ensuring SLA adherence and timely resolution of tickets. Monitored and triaged incoming support requests, escalating issues when necessary to internal support teams. Designed and implemented onboarding and ongoing training programs, increasing team efficiency by 40%. Acted as the main point of contact for client escalations and worked closely with product and success teams to deliver resolution. Developed internal SOPs and contributed to the creation of a self-service knowledge base, reducing ticket volume by 60%.
  • GONG
    SENIOR TECHINCAL SUPPORT AGENT LEAD
    GONG
    May 2024 - Dec 2024 (8 months)
    Provided front-line tec hnical support for customers using software solutions across multiple platforms. Resolved complex hardware and software issues, achieving a 85% first-contact resolution rate. Documented and tracked customer interactions in Zendesk, contributing to data accuracy and trend analysis. Assisted in mentoring junior agents and improving internal documentation.
  • Best Buy
    SENIOR TECHNICAL & CUSTOMER SUPPORT LEAD SUPERVISOR
    Best Buy
    May 2020 - Dec 2023 (3 years 8 months)
    Supervised day-to-day operations of a 24/7 technical support team, managing performance, escalations, and resource allocation. Delivered Tier 1 and Tier 2 support, troubleshooting software, hardware, and network-related issues across multiple platforms. Monitored and improved CSAT (Customer Satisfaction Score), achieving a sustained positive trend through coaching, QA audits, and service refinements. Provided mentorship and regular training sessions to agents, improving team efficiency and product knowledge retention. Collaborated cross-functionally with engineering and product teams to resolve recurring issues and close support feedback loops. Ensured compliance with ITIL-based support processes and maintained documentation for audits and
  • AT&T
    CUSTOMER SUPPORT LEAD SUPERVISOR
    AT&T
    Oct 2013 - Aug 2019 (5 years 11 months)
    • Supervised a team of [#] customer service representatives, ensuring adherence to KPIs, quality standards, and performance targets. • Oversaw day-to-day operations involving billing support, technical troubleshooting, and general account inquiries via phone, email, and chat. • Drove improvements in CSAT (Customer Satisfaction Score), achieving 85% increase through training, coaching, and real-time support. • Monitored call quality and resolution times, providing regular feedback and performance coaching to agents. • Collaborated with the billing and technical support departments to resolve escalated issues and implement solutions to recurring problems. Streamlined support workflows using CRM (e.g. Salesforce), improving response time and s