Ralphy Vergara

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Business center manager

Jan 2023 - Mar 2025 (2 years 3 months)

As a Business Center Manager at Regus, I am responsible for overseeing the daily operations and overall management of the business center. My role focuses on providing exceptional customer service to clients, ensuring the smooth running of the facility, and maximizing revenue opportunities. Below are my key responsibilities and functions: • Act as the primary point of contact for clients, addressing their needs and resolving any issues promptly. • Build and maintain strong relationships with existing clients to ensure their satisfaction and retention. • Conduct tours and presentations for prospective clients, showcasing the business center's services and facilities. • Ensure that the business center is well-maintained and operational at

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Customer Service Team Leader

SITEL GROUP Hybrid

Apr 2021 - Jan 2023 (1 year 10 months)

As a Team Lead for the United HealthCare campaign within our BPO environment, I play a pivotal role in ensuring the campaign's operational and administrative success while maintaining strong client relations. My primary responsibility is to oversee and manage all activities related to the campaign, from team management to process optimization. • Increased customer satisfaction by implementing new strategies to improve service quality and efficiency. • Established performance standards that helped enhance the overall efficiency of the Customer Service department. -Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels. • Reduced employee turnover by

Junior Customer Service Representative

Sitel Group

Oct 2020 - Apr 2021 (7 months)

As an agent in this company, I worked for the campaign (UnitedHealthCare) which is a health campaign that consists of insurance purchased by clients our job as an agent is to remind them of the benefits of the product and present each of the clauses so that they know In what situation can it be made effective. • Resolve complex customer issues efficiently, maintaining a high level of professionalism. • Collaborate with the sales team to upsell and cross-sell products, exceeding quarterly targets. • Managed a high volume of incoming customer inquiries and successfully resolved issues promptly. • Provided exceptional customer service through active listening and problem-solving. • Collaborated with cross-functional teams to ensure custom

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Customer Service - Sales Representative - Retention Agent

AGR GROUP Barranquilla

Jan 2018 - Oct 2020 (2 years 10 months)

The position that I developed in this company was as a customer service agent for the campaign (RPA ENERGY) in which the vast majority of customers called to cancel their services and our job was to retain them in the company by offering them a better product than what they had received. acquired. In this same company I was in the department of internal operations of the campaign, the work consisted of providing assistance in the processes of internal collections and monitoring all cancellations, invoices, rate changes, and new contracts. • Resolved customer inquiries promptly and professionally, maintaining high satisfaction levels. • Handled customer complaints effectively, finding satisfactory solutions and maintaining positive relatio

Ralphy Vergara

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