Luis Felipe Gonzalez Quintero

Customer Service Representative

TaskUs

Oct 2025 - Current (7 months)

• Provided customer support in English through chat, email, and/or phone, ensuring a high-quality customer experience. • Managed customer requests and incidents using Zendesk, following established workflows and procedures. • Consistently met and exceeded KPIs, including response time, resolution time, customer satisfaction (CSAT), and quality standards. • Resolved customer issues efficiently while maintaining compliance with SLAs and company policies. • Escalated complex cases appropriately and collaborated with internal teams to ensure timely resolutions. • Maintained accurate documentation and ticket updates within the CRM system.

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Administrative Assistant – Auto Workshop

Mecafer

Jan 2024 - Aug 2025 (1 year 8 months)

Managed sales channels effectively to optimize service and product offerings. Conducted tabulation and registration of financial information to ensure accurate record-keeping. Oversaw warranty management processes to enhance customer satisfaction and service reliability. Directed sales management activities for services and products, driving revenue growth. Generated financial management indicators to support informed decision-making. Additionally, utilized Microsoft Power BI and Excel for presenting calculated financial balances, enhancing the clarity and accessibility of financial data within the company. Furthermore, analyzed metrics and data from various workshop areas and created presentations to facilitate decision-making processes, d

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Intern

NCS S.A.S.

Feb 2023 - Nov 2023 (10 months)

*Generated key performance indicators (KPIs) to assess project success and operational efficiency. *Assisted in comprehensive management tasks, ensuring smooth workflow and effective communication across departments. *Calculated quality area management indicators to monitor and enhance service delivery standards. *Created and edited process documents to streamline operations and improve clarity in project execution. *Managed the calendar of my supervisor using Google Workspace tools, including Google Sheets, Google Drive, Calendar, and Forms, facilitating efficient scheduling and coordination of meetings primarily conducted via Teams and Google Meet. *Additionally, I was responsible for calculating management indicators for the co

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Administrative Assistant – Auto Workshop

Mecafer

Jun 2021 - Jan 2023 (1 year 8 months)

* Supported customer management and service tracking, ensuring a seamless experience for clients. * Managed data flow and database operations to maintain accurate records and improve efficiency. * Generated invoices and payment vouchers, contributing to the financial accuracy of the workshop. * Established first contact with customers, fostering positive relationships and enhancing customer satisfaction. * Utilized Google Workspace to create process documents and diagrams, facilitating clear communication and organization within the team. Regularly checked Gmail to manage correspondence effectively, ensuring timely responses to customer inquiries and internal communications. Additionally, I oversaw calendar management to ensure all

Luis Felipe Gonzalez Quintero

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