Carlos Celis Bilingual Data Analyst and BPO Team Lead | Sales, Tech Support,

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Team Lead

Verizon TTEC Colombia

Mar 2024 - Current (2 years 4 months)

• Managed a team of 13-18 bilingual agents, consistently achieving performance targets and monthly sales. • Conducted one-on-one performance reviews using call data and KPIs to identify individual skill gaps and build personalized development plans. • Built real-time KPI dashboards and reporting workflows that enabled proactive intervention before end-of-month targets were at risk. • Led a full Line of Business (LOB) implementation through cross-functional collaboration, coordinating agent onboarding, sales training, and process documentation. • Designed and delivered cross-selling coaching programs focused on natural conversation transitions, objection handling, and closing techniques - directly improving team VPC results. • Utilized Slack

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Technical Support Associate Saas

Service Titan

Feb 2023 - Mar 2024 (1 year 2 months)

• Provided expert-level support for an all-in-one SaaS platform used by HVAC and electrical businesses, managing complex workflows across payroll, dispatching, and accounting modules. • Diagnosed and resolved high-priority software issues by analyzing system logs and transaction records, developing troubleshooting frameworks adopted across the support team. • Delivered clear, client-focused communication that translated technical findings into actionable steps - consistently receiving high customer satisfaction scores. • Leveraged assertive communication techniques with administrative representatives from the HVAC field, contributing to the enhancement and added value of their SaaS platform experience. • Utilized a strong understanding of s

Customer Protection Representative

Capital One

Feb 2022 - Dec 2022 (11 months)

• Analyzed financial transaction patterns in real time to detect and mitigate fraud and identity theft, applying rule-based logic and behavioral analysis. • Maintained rigorous verification protocols balancing security requirements with a positive customer experience in a high-volume inbound environment. • Leveraged a strong understanding of financial processes, practices, and spending behaviors to enhance fraud detection and protection strategies, ensuring robust security while maintaining customer trust.

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Customer service representative at Amazon

Dec 2020 - Feb 2022 (1 year 3 months)

(inbound) Served as the first point of contact for customers across all order-related issues, handling inbound calls with a focus on fast, accurate resolution. Managed a high volume of interactions covering order tracking, returns, replacements, and account concerns, consistently balancing efficiency with a positive customer experience.

Carlos Celis

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