Federico Gulfo Student of Aviation Administration

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Jr. CS Agent

Lacias Panama

Oct 2025 - Current (7 months)

Answer incoming calls with empathy and resolve customers' inquiries. Answer customer emails with precise information. Focus on customer expectations and satisfaction. Document all interaction on calls

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Customer Service Email Agent

Lacias Panama

Jun 2025 - Oct 2025 (5 months)

Provide accurate information and respond to customer inquiries via email. Use exceptional written problem-solving skills to solve complex problems. Focus on customer expectations and satisfaction. Assist customers in resolving technical issues related to their accounts.

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Real Time Associate

Alorica Panama

Jan 2021 - Dec 2025 (5 years)

Collaborate with Supervisors and Managers to track planned and unplanned absences, as well as attendances and behavioral issues. Observe and monitor different queues and create a strategic plan to improve and maintain KPI Attainment. Create weekly/daily reports and undertake intraday reporting & other MI operations. Working with numbers, data analysis and reporting. Monitors associate real time schedule adherence, provide authorization for all unplanned activities and coordinate approved activities with management.

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Call and Chat Agent

Alorica Panama

Jan 2020 - Dec 2021 (2 years)

Pitney Bowes Technical Support. Answer customer inquiries and reach the root of their problem. Documenting calls. Diagnose and resolve technical issues. Following up with the customer to ensure the issue is resolved. Managing multiple cases at once.

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Navient Transfer Agent

Radius Global Solutions

Jan 2019 - Dec 2020 (2 years)

Maintain records of ownership transfers. Follow procedures and policies to confirm accounts owners before transfer.

Sprint Customer Care Agent

iQor Panama

Jan 2018 - Dec 2019 (2 years)

As a Sprint Customer Care Agent, I was responsible for handling customer complaints and providing detailed information about products and services. I diligently followed communication procedures, guidelines, and policies to ensure a consistent customer experience. My role involved managing account balances and resolving inconsistencies, which required a strong focus on account management and customer service. Additionally, I applied my knowledge of mobile phones and procedures to effectively solve problems. I also engaged in discussions with customers regarding their account details, including pricing and billing information, which not only enhanced their understanding but also empowered them to make informed decisions. This proactive appro

Federico Gulfo

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