Carlos Arturo Gomez Cifuentes

I cordially introduce myself, my name is Carlos Arturo Gomez Cifuentes, a 25-year-old man who enjoys developing teamwork skills, especially in companies with direct contact with clients, so that I can learn and develop my full potential. Experienced in Customer Experience/Tech-Support/Team Development/Multitasking. I am a business administrator, currently a student of Master in Digital Marketing with the ENEB, virtual modality. On the other hand, I was working as Supervisor Team Leader for Concentrix, a BPO company developing the FLIR, Raymarine campaign with a total of 10-11 agents in constant search of meeting certain objectives, KPI analysis, QA development, achieving metrics established with the client and development of individual skills, improvement constant and direct coaching to the team, accompanied by constant communication with the client for the correct development of the aforementioned campaign. My hobbies are very simple and a little curious. I enjoy getting some sun on Sundays, playing night soccer games with friends in the neighborhood, and watching comedy movies with my wife.

Skills Summary:

I have experience in customer service and tech support, as an agent, which I was for 2 years, of a premium campaign where I was able to develop problem-solving under pressure, better English Skills (listening, writing, and speaking). After that time, I had the option to move up within the same company, as a Team Leader, so I am also capable of managing several responsibilities simultaneously, improving a team, dealing with constant communication by email, scheduling activities, appointments related to the team/campaign, daily tasks, assignment of tasks, distribution of the team in different areas of development, achievement of tasks, solving different problems, improving work environments, following up employees that fail in the fulfillment of activities, staff retention, constant search for development, surveys analysis, QA analysis for better customer service, product training, approval and payment, and financial analysis according to profit and objectives set directly with the client. Constant communication and development of projects with direct bosses/clients from the USA. I also adhere to standards when performing tasks. I am fully trained and prepared to work with tools such as MS Applications (i.e. Word, Excel, PowerPoint, Canvas, Outlook, Google).

Top Skills:

1. Team Coaching and improvement development – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

2. CRM Contacts Management – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

3. Payroll Management – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

4. E-mail blasts – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

5. Booking and Scheduling Coachings and Appointments with clients – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

6. Preparing and Presenting Bi-weekly Reports To Clients According to KPI anD SLA Goals Achievement – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

7. Recruitment and Hiring Staff – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

8. Product Training to New Waves Hired – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

9. QA Audit Developing and Reporting – 9 months of experience as a TechSupport/Customer Service Team Leader in Concentrix.

Work Experience:

1. Customer Service Representative – BPO Industry

2. Business Development – BPO Industry

3. Tech Support Representative – BPO Industry

4. Team Leader Supervisor – BPO Industry

5. QA Supervisor – BPO Industry

6. Trainer – BPO Industry

Tech Skills:

1. Google Suit.

2. Microsoft Office (Word, Excel, PowerPoint, Outlook).

3. Canva.

4. WordPress.

English Proficiency:

I´d rate my English skills as follow:

-Speaking: 5/5: Very good, better from average.

-Writing: 5/5: Perfect.

-Translating(to/from Spanish): 5/5 Advanced but not an expert.

My English Test Score:

-EF SET Certificate English Test Score: 64/100 (C1 Level)