Cristbal S.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Cristóbal H. is an accomplished Customer Support Specialist with over 10 years of expertise in customer service, technical support, and operations management across the telecommunications, healthcare, and education sectors. At Konecta (Movistar), he improved operational efficiency by 26% and maintained a 96% service effectiveness rate while handling high-volume, omnichannel interactions involving internet, telephony, and TV issues. At Multienlaces S.A., Cristóbal achieved 99% case resolution compliance and optimized First Contact Resolution rates, leveraging advanced CRM Management with platforms like Genesys and Zendesk. His track record includes measurable improvements in SLA & KPI Management and reduced Average Handle Time, consistently delivering high-quality support in remote, multicultural environments. Additionally, he holds an engineering degree in informatics and ongoing certification in remote teamwork.
Experience
Customer Support Representative – Back Office
Konecta (Movistar) · 2025 — 2026Enhanced operational efficiency by addressing process optimization and swiftly resolving incidents. Managed 50 to 60 interactions daily in a high-volume environment, achieving a 96% effectiveness rate. Tackled technical issues related to internet, telephony, and TV during the first interaction, which contributed to an improved customer experience and fewer escalations. Fostered customer retention through proactive follow-ups and effective objection handling.Customer Service Advisor
Multienlaces S.A. · 2024 — 2025Achieved a 99% case resolution compliance while handling PQR under quality standards and SLAs. Improved First Contact Resolution rates from 5% to 3.5% by optimizing CRM usage (Genesys). Reduced average handling time from 5 to 3.7 minutes through effective time management and prioritization. Provided omnichannel support including inbound calls, chat, and follow-ups, ensuring a consistent customer experience.Mathematics Teacher (Full Time)
Liceo Aprender Villamaría · 2019 — 2023Implemented active methodologies, leading to a reduction in the failure rate from 78% to 12% within a year. Contributed to the institutional ranking (ICFES), improving from 14th to 2nd place at the municipal level and from 237th to 63rd regionally. Developed essential transferable skills such as communication, leadership, problem-solving, and group management.
Skills & Expertise
Education
- Ingeniero en InformáticaUniversidad Politécnica Territorial de Barlovento Argelia Laya · 2009 — 2011
Interested in this professional?
Sign in as an employer to save this profile or invite Cristbal S. to a job.
Sign in as an employer