Sergio Medina

• Helping customers complete and verify the status of their transactions made through the application, ensuring that it arrives safely and effectively through calls and live chats.
• Constant communication with partner banks through emails and calls.
• Mentor position helping agents with new information and through knowledge of tools and processes
• Interim Supervisor (July-August 2024) helping agents reach their metrics and meet customer service standards correctly, constant communication with the team quality analyst monitoring the team's performance, as well as validating internal processes (Tardies, vacations, Licenses with or without pay)

Bilingual Agent for AT&T campaign, 2022

• Calls in English in Customer Retention and Sales Area
• Guide new agents in basic and technical functions.
• Provide assistance and guidance to customers.
• Telephone sales of services and products with customer orientation