Christian Fernando Pava Vélez

Customer Experience Specialist

TowTech

Apr 2025 - Current (9 months)

Results-driven professional with expertise in customer service, logistics coordination, and B2B relationship management. Skilled in leveraging tools and strategies to build strong, meaningful partnerships that drive business growth. Adept at conducting detailed analysis, managing fleet operations, and delivering accurate, actionable information with efficiency and precision. Recognized for combining operational excellence with a customer-focused mindset to achieve both organizational and client success.

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Patient Care Coordinator and Supervisor

Global AI Interlink Colombia

Jun 2024 - Dec 2024 (7 months)

A highly organized and results-driven professional with extensive experience in patient care management, team supervision, and operational oversight. Skilled in coordinating patient care, overseeing care plans, and facilitating communication between patients, healthcare providers, and insurance companies. Expertise in patient education, advocacy, and ensuring the highest standards of care. Proven ability to lead teams, train staff, and drive performance improvements, while maintaining compliance with healthcare regulations and industry standards. -Empowering patients with relevant information, addressing concerns, and advocating for timely, high-quality care. -Management of patient records, scheduling, budget monitoring, and resource alloca

Customer Success Manager

CISCO

Mar 2023 - Oct 2023 (8 months)

Specialized in driving exceptional customer experiences through strategic account management and seamless product implementations. I manage Cisco accounts, working closely with both high-touch and medium-touch clients, around 400 accounts per quartile, to ensure successful portal activations and the effective deployment of network collectors (SaaS). My expertise includes network discovery via the CSPC Appliance, generating risk reports to support sales strategies and identifying opportunities for improvement. -Portal activations. -Cisco account Managing-High/Med touch clients with Customer Success Projects spanning across AMER and EMEA. -Deployed network collectors (SaaS). -Networking Discovery through a CSPC Appliance generating risk repor

Customer Success Manager

CISCO

Mar 2023 - Oct 2023 (8 months)

Customer Service Floor Support Specialist

AIRTECH BPO

Jan 2022 - Mar 2022 (3 months)

Providing floor support to customer service representatives by assisting them in locating the necessary information and resources to address inquiries and resolve issues they may encounter.

Team Lead Supervisor

Airtech Communications BPO

Oct 2021 - Jan 2023 (1 year 4 months)

Supervisor of telecommunications campaign in the United States focused on the consolidation of customer service teams, offering personal and professional development for each of the employees who were part of the company. -Led a team of 18 customer service representatives, overseeing performance, coaching, and development. -Provided expert customer service support, resolving billing and account inquiries for telecommunications clients. -Identified process inefficiencies, implementing improvements that increased team productivity and enhanced customer satisfaction. -Action plan creation to reach the contractual KPIs. -Managed client relationships through weekly meetings, addressing concerns, and improving workflows. -Developed and delivered

Inbound Customer Service Representative

Transcom

Feb 2021 - Sep 2021 (8 months)

Customer Service and Billing Representative

AIRTECH BPO

Oct 2021 - Dec 2021 (3 months)

Customer service representative with an emphasis on handling customers with potentially complicated statements and problem resolution.

Inbound Customer Service Representative

Transcom

Feb 2021 - Sep 2021 (8 months)

As an Inbound Customer Service Representative at Papa John’s, I was the primary point of contact for customers calling to place orders, inquiries about products, or address any concerns. My key responsibilities will include answering calls promptly, providing exceptional customer service, assisting with order customization, handling inquiries regarding menu items, promotions, and delivery status, and ensuring customer satisfaction with every interaction. -Answer incoming calls from customers in a professional and friendly manner. -Accurately process customer orders, ensuring order details are correct and communicated clearly. -Provide information about menu options, promotions, and delivery times. -Address customer concerns or complaints, w

Bilingual Customer Service and Sales Representative

Sutherland

Jul 2018 - Nov 2019 (1 year 5 months)

As a Bilingual Customer Service and Sales Representative for the GoDaddy campaign at Sutherland, I was providing exceptional customer support while also identifying opportunities to cross-sell additional products and services to enhance the customer experience. I was assisting customers with inquiries regarding website hosting, domain registration, and other digital solutions, offering tailored recommendations in both English and Spanish. -Answer inbound customer calls in both English and Spanish, providing assistance with GoDaddy products and services. -Address customer inquiries related to website hosting, domains, website design, and other digital tools. -Offer cross-sell opportunities, recommending relevant products or services based on

Bilingual Agent

Teleperformance NG

Apr 2020 - Dec 2020 (9 months)

As a Bilingual Agent for the Capital One campaign at Teleperformance, I was serving as a key point of contact for customers, providing support and assistance in both English and Spanish. I was responsible for handling a variety of customer inquiries related to financial services, including account management, billing questions, payment assistance, and resolving any issues efficiently and professionally. -Respond to inbound customer calls in both English and Spanish, providing exceptional service and support. -Assist customers with account-related inquiries, including balance information, transaction details, and payment status. -Provide clear explanations of Capital One products, services, and policies. -Troubleshoot customer issues, offeri

Christian Fernando Pava Vélez

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