Technical Support Manager

I am a bilingual customer service and operations professional based in Bogotá, Colombia, with experience in high-volume contact centers, QA for AI systems, and team leadership. I have worked in roles that required strong communication, fast problem-solving, and the ability to stay calm under pressure.

My background includes resolving complex technical and service cases, handling escalations, and supporting customers in both Spanish and English. I have also worked with CRM and ticketing systems, maintained accurate case documentation, and contributed to process improvement and knowledge base development.

I have experience leading and coaching teams, managing schedules, and supporting daily operations. In leadership-focused roles, I have helped improve service delivery through active coaching, shift planning, and performance feedback.

I have also contributed to quality assurance and AI-related work by evaluating responses, writing guidelines, and refining labeling instructions. This has strengthened my attention to detail and my ability to work with technical workflows and structured processes.

In addition to customer support and operations, I have experience in logistics, public-sector support, and freelance music production. These roles have helped me build adaptability, accountability, and cross-functional coordination skills.

I am now seeking to leverage my experience to scale support operations, improve SLAs, and lead bilingual teams in a Technical Support Manager role for LATAM. I bring a strong service mindset, technical aptitude, and a consistent focus on quality and efficiency.