Sebastian Gomez

Adaptable and results-driven customer service and quality assurance professional with experience across insurance, hospitality, communications, and auditing. Known for strong communication, empathy, and a proactive approach to resolving issues and enhancing customer satisfaction.

I progressed from frontline support to quality analysis and auditing roles, demonstrating analytical thinking, reliability, and the ability to perform under pressure. A quick learner who thrives in dynamic environments and is committed to continuous growth. Equally effective in team settings or leadership roles, bringing organization, collaboration, and a drive for excellence to every challenge.

Premium auditor - EXL Services

March 2025 - July 2025

• Conduct external audits in various sectors, such as restaurants, retail,

  and healthcare.

• Analyze financial statements and verify compliance with applicable standards.

Customer service representative (Billing department for an insurance company) - Contact Point 360

April 2024 - March 2025

• Answer incoming calls.
• Analyze billing information to identify errors.
• Notify and correct billing errors.
• Ensure a positive customer experience by providing attentive, courteous and professional service.
• Handle customer inquiries and complaints.
• Perform follow-ups and reminders when requested.
• Follow protocols and scripts to ensure consistency in customer service.

Quality analyst (Insurance, hotel and communication companies) - Accedo Technologies Colombia

April 2021 - March 2024

• Review interactions between agents and customers to identify areas for improvement.
• Support agents in these areas of improvement to promote consistency while delivering an exceptional customer experience.
• Data analysis and reporting.
• Identify trends based on data collected and propose action plans.

Customer service representative (Insurance company) - Accedo Technologies Colombia

September 2020 - April 2021

• Answer incoming calls.
• Resolve customer issues.
• Provide customers with a positive customer experience.
• Record and update customer data.
• Educate customers on insurance coverage.
• Validate insurance coverage for customers.

Associate Degree - Gastronomy - Gastronomy College Gato Dumas

February 2013 - March 2015