Rafael Alberto Roncallo Florez # Bilingual Customer Support Agent Location ColombiaDesired Salary 17 - USD/hourlyWork preference Full TimeLinks Status Actively looking Field / Industry Customer Success * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Spanish - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me I've excelled in various industries, including IT and utilities. My adaptability and language skills enable me to lead or work with multicultural teams and international projects, my extensive experience has honed my customer service skills, making me adept at handling all types of customers. I have a Bachelor in Business Administration and have graduated with honors from military academies in the United States, which instilled in me a strong sense of duty, honor, and discipline. My bilingual skills have been a significant asset in my career, allowing me to communicate effectively in both English and Spanish. I have successfully managed teams and projects, demonstrating my leadership abilities and commitment to achieving results. My experience in customer service has equipped me with the skills necessary to excel in fast-paced environments and to meet the needs of diverse clientele. ## Skills ### [Communication](https://jobicy.com/talent/communication.md)[Leadership](https://jobicy.com/talent/leadership.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Team Management](https://jobicy.com/talent/team-management.md)[Campaign Management](https://jobicy.com/talent/campaign-management.md)[English Language](https://jobicy.com/talent/english-language.md)[Business Administration](https://jobicy.com/talent/business-administration.md) ## Experience Bilingual Agent @ First Call Resolution November 2022 - May 2024 Was part of expanding and strengthening the bilingual customer support agent team from 14 to 48 professionals in one year, significantly improving performance and campaign management capabilities for Southern Cross, ConEdison, and Duke Energy in several eastern U.S. states. Head of International Agent Linguistic Department @ IGT Solutions (United Airlines) December 2021 - November 2022 I entered the company as a customer support agent and was shortly promoted to head of the linguistic department. I led the advanced English language training of over 60 agents, improving communication and customer satisfaction in a competitive international environment. Domestic and International Purchasing Agents @ Baypromo / Alphapromed (USA) August 2020 - December 2021 I developed and implemented procurement strategies that resulted in winning over 15 government tenders, through effective negotiation and selection of globally competitive suppliers, strengthening the purchasing and sourcing department. International Prospectors @ Ozeol International January 2019 - August 2020 As part of the product sourcing division, I contributed to turning it into the number one company, thanks to the effective negotiation and procurement of inventories for a French retail chain, exceeding expansion and efficiency objectives. ## Education Santa Fe Community College 1980 - 1982 Basic College Courses Universidad Autónoma de Centroamérica 1982 - 1987 Bachelor in Business Administration Portfolio not available.