Erick Felipe Mendez

Erick Felipe Mendez

About

Detail

Team Lead
Bogota D.C., Colombia
Contact Erick regarding: 
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Full-time jobs
Starting at USD1.3k/month
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Timeline

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Résumé

Jobs verified_user 0% verified
  • IntouchCX
    Team Lead / customer success/ tech support onboarding
    IntouchCX
    Jan 2020 - Current (6 years 6 months)
    Results-driven Team Lead with over 5 years of hands-on experience, in a health and wellness provider, managing a multilingual, multichannel client support team (voice, chat, and email). Specialized in resolving complex situations, and technical issues, driving performance excellence while closely aligning with Workforce Management (WFM) to ensure full staffing coverage and accurate FTE allocation per shift. Proven ability to significantly improve quality scores, successfully launch new support lines, deliver training on updates and process changes, and achieve consistent results in fast-paced, stressful environments. Quick learner who thrives in dynamic and high-pressure settings. Key Experience & Achievements Tech Support & Customer Succe
  • B
    Sales Agent
    BPO leader
    Jan 2019 - Jan 2020 (1 year 1 month)
    Conducted cold outreach and appointment setting for sales campaigns. Maintained above-average productivity with 2+ confirmed sales per day. Consistently met and exceeded conversion and outreach KPIs.
  • Concentrix
    Customer service representative
    Concentrix
    Jan 2018 - Jan 2019 (1 year 1 month)
    Technical Support: Resolved complex hardware, software, and data connectivity issues for mobile devices and networks. Conflict Resolution: De-escalated high-pressure situations through active listening and professional communication. Performance Metrics: Consistently met or exceeded KPIs for average handle time (AHT), quality assurance, and customer satisfaction.
Education verified_user 0% verified
  • Politécnico Gran Colombiano
    Diploma in corporate finances
    Politécnico Gran Colombiano
    Aug 2025 - Oct 2025 (3 months)
  • Google Digital Garage
    Diploma in Digital Marketing Fundamentals
    Google Digital Garage
    Jan 2017
  • Universidad de la Salle
    Veterinary Medicine (In Progress)
    Universidad de la Salle
    Apr 2013 - Current (13 years 3 months)
    Top 30 on national test - ICFES / ECAES
  • Colegio Colombo Americano
    High School Diploma
    Colegio Colombo Americano
    Jan 2005 - Jan 2010 (5 years 1 month)
Awards verified_user 0% verified
  • 5
    5 year anniversary award
    Jan 2025
  • IntouchCX
    Team lead of the month
    IntouchCX
    Jan 2020 - Current (6 years 6 months)
  • T
    Top 30 on national test
    Apr 2019 - Current (7 years 3 months)