Edward Espinosa Freelancer| Customer Service Assistance| Chat and E-mail

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Freelancer

Upwork Tester work

Mar 2024 - Current (2 years 3 months)

• I perform specialized projects for international clients on platforms such as Upwork and Tester work, contributing to improving functionalities and user experiences in social networking and technology applications such as Facebook, WhatsApp, and Instagram. • I run tests of technology products and services, providing critical feedback to optimize the functionality of applications and artificial intelligence platforms, improving their usability and efficiency. • I collaborate in artificial intelligence projects through voice and video recording, contributing to the generation of data needed for AI model training and aligning this work with global automation and technological innovation trends. • I manage the purchase and testing of digital

Bilingual Customer Service Representative

Teleperformance

Sep 2023 - Current (2 years 9 months)

• I provide bilingual support to customers, managing and resolving complex issues related to mobile telephony services, including detailed invoice reviews, financial adjustments, and refund processing. • I implement technical solutions for connectivity and mobile line functionality issues, ensuring continuity of service for international customers and facilitating the activation of advanced services such as international travel and long-distance rates. • I manage sales orders and mobile equipment change requests, increasing customer retention through personalized, quick-resolution-oriented customer service. • I actively participate in training and technology upgrade programs, which improve my operational processes and troubleshooting skills

Customer Service Representative

Xtendo Group BPO

Jun 2021 - Jul 2023 (2 years 2 months)

• I provided customer support through digital communication platforms, resolving complex issues related to orders and returns, improving efficiency by 30% by implementing agile and practical solutions. • Implemented anti-fraud controls to detect and mitigate account misuse, resulting in a 10% decrease in fraudulent activity. • I managed customer service needs with all suppliers, meeting all requirements to satisfaction. • I managed customer and supplier perceptions by improving the customer service experience and creating customer and supplier loyalty.

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Grocery Store Owner

Edwards Grocery Store

May 2020 - May 2021 (1 year 1 month)

• I planned and managed all store business operations, from inventory purchasing to customer service, resulting in a 60% increase in sales during the first year of operations. • I implemented inventory management and product rotation systems that optimized merchandise availability and reduced losses due to obsolescence by 5%. • I developed customer service strategies that improved the shopping experience, using technological tools to attract new customers and consolidate a recurring customer base.

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Cleaner - Janitor

Total Group New Zealand

Nov 2017 - May 2019 (1 year 7 months)

• I supervised and executed industrial carpet cleaning in a 10-story building, applying advanced industrial cleaning equipment management techniques to ensure tenants' safe and high-quality environment. • Coordinated the efficient planning and scheduling of cleaning tasks on three building floors, optimizing the use of resources and minimizing the impact on the daily operations of the building. • I applied rigorous hygiene standards in critical areas such as bathrooms and kitchens, reducing sanitary risks and ensuring compliance with local health and safety regulations. • I implemented green cleaning procedures using non-toxic and sustainable products, aligning with the building's environmental policies and reducing the ecological impact of

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Waiter - server

Bravo Hospitality New Zealand

Nov 2017 - Jun 2019 (1 year 8 months)

• I provided high-quality customer service at exclusive events, managing personalized food and beverage requests, resulting in customer loyalty at recurring events. • I coordinated the logistics of infrastructure set up and tear down at events, improving operational efficiency and ensuring all events run smoothly, with personalized attention from start to finish.

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Supervisor Jr (Operation Manager)

Majorel Bucaramanga Sas

Dec 2013 - Nov 2017 (4 years)

• I led multidisciplinary teams of more than 60 agents and coordinators, ensuring the proper execution of customer service operations for one of the largest telecommunications providers in Spain (Orange). By optimizing response times and adherence to the planned schedule, I improved service levels by 25%. • I supervised and monitored compliance with global KPIs, such as customer satisfaction (NPS), average handle time (AHT), and absenteeism rates, developing corrective strategies that reduced unexcused absences by 20%. • I implemented continuous training programs in collaboration with the quality and training departments, which increased the technical competence of agents and coordinators, improved service quality, and achieved performance

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Coordinator (Team Leader)

Majorel Bucaramanga Sas

Apr 2013 - Nov 2013 (8 months)

• I managed a team of 12 to 16 customer service agents, monitoring their performance against key quality indicators (KPIs), such as customer satisfaction, average call time (AHT), adherence to working hours, and first contact resolution rate (FCR). • I implemented operational strategies that increased team adherence by 25% and reduced absenteeism by 30%, improving service levels on the phone and optimizing workflow. • I developed customized action plans for agents with the most significant deviations in meeting objectives, resulting in a 35% increase in operational efficiency and customer satisfaction. • I collaborated directly with the quality area to ensure that the processes implemented reflected the standards set by the client, providi

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Tics Manager/Trainer

National Association for Social Development ANDES

Jul 2012 - Apr 2013 (10 months)

• I managed the implementation of a connectivity project for rural communities in coordination with local authorities, ensuring the delivery of technological equipment to more than 30 educational institutions in Santander, Boyacá, and Arauca departments. • I supervised the adequacy of facilities and led training processes in digital skills for students and teachers, increasing digital literacy by 65%. • I developed digital productive projects with rural communities, promoting technological innovation in areas with limited resources. These projects resulted in the creation of educational blogs that expanded the program's reach regionally. • I conducted audits and submitted detailed reports to the ICT Ministry on project execution, ensuring t

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Commercial Advisor

Temposervicios Ltda Koaj

Aug 2011 - Jul 2012 (1 year)

• I advised clients in selecting apparel products and applying sales and fashion techniques to increase customer loyalty and meet 120% of the monthly sales budget. • I optimized inventory organization, improving accessibility and operational efficiency in the warehouse, which reduced product search time by 50%. • I performed monthly inventories to reduce losses due to theft, implementing control strategies that reduced losses by 10%. • I designed and executed visual displays of mannequins with seasonal garments, increasing featured product sales by 10%.

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Sales and Customer Service Agent

Atento Teleservicios España SA

Nov 2009 - Jul 2011 (1 year 9 months)

• I supported fixed and mobile telephony customers, resolved complex billing queries, sold complementary products and services, and solved technical problems that improved customer satisfaction by 20%. • I identified sales opportunities and promoted add-on products, such as internet packages and calling services, resulting in a significant 30% increase in monthly sales conversions. • I implemented billing adjustments and managed operational complaints in service delivery and installation, maintaining high levels of operational efficiency by reducing average resolution time by 10% through implementing first contact resolution (FCR) strategies. • I monitored and met vital metrics such as TMO, sales rate, and customer satisfaction, which contr

Edward Espinosa

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