Wally Alejandro Ortiz Loaiza

As a highly motivated and experienced Customer Service Representative with 3 years of experience in telephone and back-office customer service, I am passionate about providing exceptional customer service to every customer.

02/05/2022 – CURRENT – Porto, Portugal
CUSTOMER SERVICE REPRESENTATIVE CSR – SITEL PORTUGAL

Provided exceptional customer service to both Spanish-speaking and English-speaking
customers by answering inquiries, resolving issues, and providing relevant information
Researched, located, and relayed information to customers in a timely and effective manner to
ensure their satisfaction
Maintained call center database by accurately recording and updating information to ensure
proper documentation
Promoted to Resolutions 2 team from Resolutions 1 due to high performance and SPD

07/2021 – 02/2022 
TEAM LEADER – SITEL GROUP

Led a team of technical support representatives providing telephone and online support to
customers experiencing technical issues in Spanish, Portuguese, and English
Provided patient and quality troubleshooting with step-by-step instructions to resolve
problems and ensure customer satisfaction
Monitored technical team calls to ensure maintenance of technical skills and good customer
service, providing feedback and coaching as needed
Identified problem areas and implemented all necessary training to improve team
performance and customer satisfaction

09/2020 – 07/2021 – Colombia

CUSTOMER SERVICE REPRESENTATIVE – SITEL GROUP

Handled more than 50 calls daily in Spanish and Portuguese, providing technical support,
registering new customers, and entering orders for products or services
Provided back-office support in English and Portuguese to ensure efficient and effective
customer service
Achieved high call quality scores each week based on customer satisfaction levels after
receiving a resolution
Recognized as a top call center agent with above-average satisfaction ratings in monthly
customer service surveys and promoted to Team Leader

07/2010 – 04/2016 – Bogota, Colombia
BACHELOR'S DEGREE IN GEOLOGY – Nacional University of Colombia