Bryan Carvajal

Experienced customer service representative with a background in issue resolution, account management, and technical support. Focused on finding practical solutions and handling customer concerns with professionalism. Comfortable managing a high volume of inquiries while maintaining service quality. Familiar with CRM tools like Salesforce to keep operations organized and improve customer experience.

Associate - Sutherland Global - Bogotá, DC

(2019-07 - 2023-11)

• Provided comprehensive product support and assisted customers with a variety of inquiries.
• Managed time-sensitive calls, prioritizing safety and emergency-related issues.
• Worked together with internal teams to ensure timely responses.
• Reduced non-safety-related escalations, improving efficiency and response times.
• Contributed to a 33% reduction in non-safety ticket escalations, leading to faster handling of critical safety concerns.

Technical Support & Account Specialist - Outsourced Customer Support Firm - Bogotá, DC

(2023-11 - 2025-04)

• Provided customer and technical support for a leading global streaming service, assisting with account management, troubleshooting, and billing inquiries.
• Provided detailed product guidance while managing account details and assisting with billing adjustments.
• Consistently achieved some of the highest performance metrics, excelling in both service quality and efficiency.
• Used CRM tools to manage customer interactions.
• Resolved 150+ technical and account-related issues monthly, maintaining a customer satisfaction ratings of over 90%.

Commercial Pilot License Training - CEA

English-as-a-Second-Language Education - ASW