About me

Sure! I am systems technician from SENA.

As you can see in my CV, I initially worked full-time as a bilingual customer service agent at Teleperformance for one year. After that, I continued working parti-time while studying for six months. Then, I decided to fully focus on my studies Because I was studying in the afternoon and Teleperformance changed the work schedule to the afternoon, so I reached the sixth trimester of my technologist program in software analysis and develepment, which is currently on hold because I need to start working to gain more experience, improving my english and skills and also because I live on my own., but I plan to complete it in the long term.

So I learned how to handle customer concerns with empathy and for my background in systems technology helped me to understand technical issues and explain solutions to the clients.

In my personal life,I am a relaxed person that’s why I enjoy meditating, going to the gym, I love skating with my friends,

I usually go on Sundays with a guided group to visit the small towns of Antioquia. What I enjoy most about it is the opportunity to meet people from different backgrounds while enjoying nature, exploring beautiful place and swimming. So Both of these activities help me maintain a positive and balanced mindset.

Sometimes, I like to read. I recently bought a Kindle to build my reading habit, so I’m currently reading Your Soul's Plan, which is about discovering the real meaning of life. I also watch TV shows on Netflix, my favorite is Black Mirror because each episode explores a dystopian future in science fiction.

And I like languages; my favorite is German. So when I want to learn English I use a free Chrome extension called Frogly That allows you to view dual subtitles in two languagues at the same time and with the Kindle, there's a dictionary and a translator include it where I can translate anything I want to understand just by highlighting a word or an entire sentence, so tha’s a little bit about me.

Because it fits with my chanllenge and desire to help people, and it allows me to use and improve my skills, constantly learn new things, and of course contribute to a company’s success while developing muy own career.

I took it as an opportunity to grow, failure is crucial, is the best way to learn

I can recognize every warning

At Teleperformance, we had weekly coaching sessions where one of our calls was evaluated. That really helped me identify my mistakes and improve my performance week by week.

I would apply the L.E.A.R.N. method, developed by customer service expert Marilyn Suttle. This means I would:

1. Listen without interrupting to fully understand their issue.

2. Empathize sincerely and acknowledge their frustration.

   I put myself in other people’s shoe

3. Apologize for the inconvenience they've experienced.

4. Resolve the problem by focusing on a practical solution.

5. Note the key details to ensure follow-up and prevent future issues.

   
   

And if it's something that gets out of my hands, I would work alongside with a supervisor to be able to assist the customer.

Yes, I have. At Teleperformance We were a group of 16 people working on the same campaign. We used to collaborate a lot and learn from each other. It was a great experience because we supported one another to reach our goals and keep a positive work environment.”

My favorite movie is The Matrix. I really like it because I’m a spiritual person who’s always searching for the meaning of life and trying to understand reality beyond what we see. The movie explores deep questions about human existence, free will, and how we sometimes live in a kind of illusion created by society or technology.

What I love the most is how it connects action and philosophy — it makes you think while keeping you entertained. Every time I watch it, I notice new details and new meanings. It inspires me to keep questioning things and to stay open-minded about what’s real and what’s not.

My most recent job was as a full-time bilingual customer service agent at Teleperformance in 2022. I worked there for about one year full-time, where I handled customer inquiries via phone, email, and chat related to orders and order logistics, using tracking numbers. After that, I continued part-time for another six months while studying, and then I decided to leave the job to fully focus on my studies so I reached the sixth trimester of my technologist program in software analysis and development and

Before that, in 2019, I worked at Humanity and Inclusion during my internship phase as a systems technician at SENA. I was involved in partner training on system and I provided basic IT support and I left after completing the six-month internship required to graduate.

At Teleperformance, it was my first bilingual job, so I had to adapt quickly and handle back-to-back calls in a new language. We were also evaluated

My biggest accomplishment/achievement is that I was recognized as the “employee of the month” for keeping the highest customer satisfaction score for three consecutive months, 1 by phone and the other ones by chats.

was earning my supervisor’s trust because of my strong metrics and successfully passing the three-month probation period. I also felt very proud when customers thanked me for my empathy and support.

During my internship at Humanity and Inclusion, my supervisor told my SENA instructor that I demonstrated strong technical knowledge throughout the internship phase, which made me feel confident about my professional skills.

Yes, I worked

Yes, I have. At Teleperformance we were a group of 16 people working on the same campaign. We used to collaborate a lot and learn from each other. It was a great experience because we supported each other to reach our goals and keep a positive work environment.

Also at SENA I learned about Scrum, which is a methodology for managing complex projects where quick results are needed in highly dynamic environments through collaboration.

I developed a website for a real company about pool maintenance. It was a great experience working together by using everyone’s abilities

I’m really into meditating, that’s why I always stay calm under pressure. Even when things get difficult, I focus on finding solutions and having confidence in my knowledge instead of stressing out. I experienced that a lot at Teleperformance, where I had to handle back-to-back calls and multitask constantly.

When I started working at Teleperformance as a customer service agent, it was actually my first bilingual job, and I had a three-month probation period. In December, I had to deal with the holiday season, when issues with carriers and upset customers were more common. We were also evaluated through the CSAT (customer satisfaction score) and the AHT (Average Handling Time) so I had to handle back-to-back calls while staying calm and confident in my knowledge of the products and in my English skills. so The first part was being efficient to keep a good AHT, and the second part was helping with empathy to achieve a good CSAT. Fortunately, I passed the probation thanks to my dedication

I am a relaxed person, I enjoy meditating, going to the gym, skating with my friends at night.

I usually go on Sundays with a guided group to visit the small towns of Antioquia. What I enjoy most about it is the opportunity to meet people from different backgrounds while enjoying nature, exploring beautiful place and swimming. Both of these activities help me maintain a positive and balanced mindset.

Sometimes, I like to read. I have a Kindle, so I’m currently reading Your Soul's Plan, which is about discovering the real meaning of life. I also watch TV shows on Netflix, my favorite is Black Mirror because each episode explores a dystopian future in science fiction.

And when I want to learn English I use a free Chrome extension called Frogly That allows you to view double subtitles at the same time.

If I get this job, I will be working at Lean solution group, where I can improve my English and continue growing professionally.

.Otherwise, I will continue being self-taught, studying programming courses on a platform called Udemy, to keep applying for web or software development jobs and also bilingual customer service agent jobs.

My goal is to fully master the responsabilities of the role I will be undertaking improving my comunicacion and technical skills, after that I see myself working in a higher position such as team leader, QA or trainer where I can guide new agents with my knowledge of the services and product and contributing with the company's success and grow

So that's my main goal to built a meaningful career within the bpo industry, ideally within this company Lean solutions group.

I have two academic trimesters left, plus two more that correspond to the internship phase required to graduate. So, in the long term, I would like to complete it.

And my dream has always been to speak German and live in Switzerland, so i would like to persue that, and of course with a computer engineering.

I already live on my own, I don't want kids or pets, although love the pugs but I do not have time, and the most important thing for me is to continue evolving my consciousness through meditation, to know my true self.

Did you see the movie 'Men in Black'? The pug is the dog that talks, A pug is a small dog breed with a wrinkled face.

(Muestra el peluche) I have it as a stuffed animal because I can't have it in real life.

"As you know from my CV, In my experience working at Humanity and Inclusion, I was involved in partner training on system and tool usage. I also handled basic equipment installation, configuration, and maintenance. Additionally, I provided basic support for the IT systems.

"And working as a bilingual customer service agent for Teleperformance at Nordstrom, which is an American luxury department store chain, I handled inquiries from customers via phone, email, and real-time chat related to orders, credits, fraud, and the mobile app. I also helped analyze order logistics using tracking numbers and escalated technical incidents when necessary. So I always made sure to explain things in a clear, friendly, and professional way."

Humanity & Inclusion (HI) is a non-profit organization that works in situations of poverty, exclusion and conflicts. It works alongside people with disabilities and vulnerable populations."

The first aspect that I consider is patience, As a customer service agent we have to control our emotions and deal with angry, lazy or clumsy customers all the time

Second, is organization because we are going to be dealing with a lot of information and third is knowledge because It’s important to guide the customer efficiently according the policies

I worked for Nordstrom which is an American luxury department store chain in USA as a bilingual customer service agent through Teleperformance and providing IT support at Humanity and Inclusion.

So You should hire me because, although I don’t have direct experience with tools like Mirth Connect or Snowflake I’m a quick learner. When I started at Teleperformance, I wasn’t familiar with SaaS tools like Gladly which was the one we used, but I quickly became proficient as I worked.

I supported customers via phone, email, and live chat. I helped them with their orders, reported technical issues on the mobile app, fraud cases, and tracked packages to estimate delivery times. I was always committed to delivering fast, accurate, and friendly service.

So I’m confident that I can pick up any skills I’m missing with the right guidance and practice. I am also excited about the opportunity to grow with your team.

"I consider myself the best option thanks to my experience and the skills I have acquired, both as Technical Support at Humanity and Inclusion and as a Bilingual customer Service Agent at Teleperformance."

Because of my background in technology, the person I admire the most is Bill Gates. I admire him because, from his early years working in a garage, he developed the idea of Microsoft and turned it into a global tool for daily use, which demonstrates perseverance and discipline. The way he was able to take complex systems and make them useful and accessible is incredible.

I believe that ability to simplify complex systems is what I would bring to the customer service role.

I want to work at Lean Solutions Group because it’s a tech-driven company that’s growing fast and making a real impact through nearshore services. I’m currently studying Software Analysis and Development, and I see LeanTech—their technology division—as a great place to apply what I’ve learned, keep improving my skills, english and grow professionally.

One difficult and challenging situation that comes to mind is when I started working at Teleperformance as a customer service agent in September. It was my first bilingual job, and I had never studied English in an academy. All the English I knew, I had learned in school. plus, I had a 3-month probation period. In December, I had to deal with the holiday season, when problems with carriers and upset customers are more common. We were also evaluated with the CSAT(Customer Satisfaction Score), and if we didn't have good metrics, we could be transferred to another campaign or even fired, Fortunately, I passed..so I had to face the challenge of handling calls staying calms with confidence in my knowledge of the products and services, and in my English to assist customers. The second part was being efficient to keep a good AHT, and the third was helping with empathy to achieve a good CSAT.”

One time, I had a phone call with a customer who had returned an expensive product — I don't remember which one — and the return policy was one month from the purchase date."

"She had reported the issue on time via email, but every time she called, no one helped her.". Since we were also evaluated on the AHT (Average Handling Time), I didn’t care even if I lost the $50 bonus we were given each month. I decided to stay over an hour with the customer, trying to help her. I even called a supervisor, and she told me she had listened to part of the call and that it was great I told the customer I would help her, and not to worry because she would take care of the situation. So, I left with the conviction of having helped the customer, and she gave me a positive rating."

So, even if it was just because they received a product on time or a dress for a wedding, for them, it was something very important.

My biggest weakness is that I tend to feel a bit of frustration when I spend, for example, more than 10 hours trying to fix a bug and don’t understand it, and experience imposter syndrome, like many programmers. But when I manage to solve it, I feel very happy. And that is the most important thing, to learn from mistakes and keep moving forward in order to improve every day.

Sometimes I also overthink about the future, but I know I should focus on the present and on making good decisions, or even if I make mistakes, just observe them and not get stuck on them."

My biggest mistake or regret was not joining SENA when I was younger, because I know that with SENA I could have entered the job market directly.

"Yes, I have two. One is about the job, and the other is a personal question, if that's okay with you."

The first one is: Are there growth opportunities in the company? Are there currently any SENA apprentices doing their internship in the lean tech?"

The other one is :What is your life motto? I can go first if you prefer

A motto is a sentence that expresses a belief or guiding principle or life’s philosophy.

"Even if we are in a simulation called 'Earth', my feelings, experiences, and suffering are no less real. So I just observe everything to learn, because when I die, that will be the only thing I’ll have And that is my consciousness"

As you know from my CV, In my experience working at Humanity and Inclusion, I was involved in partner training on system and tool usage. I also handled basic equipment installation, configuration, and maintenance. Additionally, I provided basic support for the IT systems.

"And working as a bilingual customer service agent for Teleperformance at Nordstrom, which is an American luxury department store chain, I handled inquiries to customers via phone, email, and real-time chat related to orders, credits, fraud, and the mobile app. I also helped analyze order logistics using tracking numbers and escalated technical incidents when necessary. So I always made sure to explain things in a clear, friendly, and professional way."

Humanity & Inclusion (HI) is a non-profit organization that works in situations of poverty, exclusion and conflicts. It works alongside people with disabilities and vulnerable populations."

I usually control my emotions by staying calm and focusing on the solution instead of the problem

I also practice meditation, which helps me stay centered and not react impulsively, even in stressful situations.

For me, having empathy is the key. When I put myself in other people’s shoes, it’s easier to stay patient.

I am always open to feedback positively because I take it as an opportunity to improve and grow.

At Teleperformance, we had weekly coaching sessions where one of our calls was evaluated. That really helped me identify my mistakes and improve my performance week by week.

That’s why I think mistakes or failure is the best way to learn consciously