Franklin Torres

Help Desk Agent

Teleperformance•  December 2022 - Present•  Bogota, Remote

I am responsible of acknowledging the messages of clients who get in contact with questions or issues regarding the products and services provided by the company (in the IT field). After scoping the request, I am responsible of guiding the client to a solution (if applicable) by providing the necessary steps or managing the internal processes required to solve the tickets. I keep constantly in contact with superior support dependencies that handle cases out of my scope, acting as a bridge between them and customers. I perform all this activity within a frame of professional and efficient communication, taking care of the image of our company and the satisfaction of our customers.

Customer Service Representative

Teleperformance•  June 2020 - February 2021•  Bogota, Remote

I interacted with clients while solving their issues using several information platforms, applying multitasking most of the time. I supported foreign clients, adapting the interaction to their context and their languages: English and Spanish (rarely). I looked for solutions that guaranteed the client’s satisfaction and the company viability at the same time, following the internal regulations. I generated efficient communication with clients to ensure they had proper information about the company services, including accounts, money, and other operation aspects. I always kept high working scores and I was promoted to support for the new hired personnel during the last four months of my tenure.

IT resources manager and teacher

Liceo Maranata•  January 2019 - November 2019•  Bogota

I was responsible of keeping the computing resources working correctly and up to date, both software and hardware instances. I implemented security and optimization solutions to individual computing resources and the networks formed amongst them (intranet and internet). I oversaw the grades gathering and storage system of the institution, looking after the consistency and correct working of the databases. I was responsible of some media projects for the institution events. I taught mathematics and computing to middle and high school students using information gathered from diverse sources, such as textbooks, online sources, and other educative material.