Andrés Prieto

Customer-focused professional with over three years of experience in customer service, technical support, and financial services, including leadership experience as a Team Leader and Senior Agent, operational efficiency, and customer satisfaction. Strong background in performance management, payroll processes, and cross-functional communication. Adept at handling complex customer inquiries, financial products, and digital platforms, with a solid foundation in English language studies and modern languages.

Senior Representative, sales support administration - IRON MOUNTAIN - Colombia

(2025-09 - 2026-02)

• Provided assistance to the sells department with projects about future contracts with companies handling base data and financial information.
• Checking petitions from the client with annual fees increases and payments.
• Handled future deals and business projects with 4- and 5-years calculations based on sells department information and concerns while maintaining compliance and professionalism.

Customer Support Agent Policies Department - AMAZON

(2023-10 - 2025-07)

• Provide assistance to customers and sellers with lost and damage orders arrived.
• Supervised and optimized team policies and refund processes.
• Provided options to clients and sellers based on the company policies to give a proper solution to both sides.
• Responsible for initiate investigation process like police report and incident report before any refund or replacement order.

Employee Verification Especialist - RNN GROUP INC.

(2021-03 - 2022-04)

• Provided assistance to lawyer firm verifying employment verification and job title from client list.
• Maintained detailed daily records of requirements from clients and giving follow up to verification confirmation.
• Checking clear and specific information about the documents required by the client for each process, setting expectations from the beginning to avoid misunderstandings or future disputes.
• Handling personal and sensitive information with responsibility for a correct and proper use.
• Follow monthly metrics and goals with clear and positive certifications.

Customer Service Representative - TELEPERFORMANCE

(2020-02 - 2021-01)

• Responsible for receiving and managing calls related to customer account statements, working with savings accounts, payroll accounts, loans, and credit cards.
• Provided detailed general information about purchase and payments from the client.
• Assisted customers in using the main page and steps for make a purchase or ask for orders.
• Guided customers through the credit card point redemption process, ensuring a smooth and satisfying experience.
• Clearly explained the reasons behind interest charges and insufficient fund fees on accounts, providing solutions and recommendations to avoid future issues.

Human Resources Management - Human Resources Management - SENA (2018-11)

Second Language English - English - American Institute (2013)

High School Graduate - Instituto Jorge Isaacs (2012-11)