David Gallón

As a Quality Agent with over two years of experience in the BPO and Quality Analyst industry, I am recognized for my extensive knowledge of customer service tools across various call campaigns. My exceptional skills in call listening are sharpened by an acute attention to detail, enabling me to pinpoint areas for improvement effectively. I excel in providing agents with coaching and constructive feedback, significantly contributing to the enhancement of performance indicators.

Moreover, I adeptly utilize available tools to create clear and concise reports that meet client demands.

Tech Support and Sales Representative at Asurion (2026-01 – Present)

Provide technical support and troubleshooting with a customer-first attitude to resolve device and service issues. Deliver personalized service experiences and identify tailored additional services to increase customer value. Document interactions and outcomes in CRM to ensure accurate records and follow-up. Consistently achieve customer satisfaction goals while promoting relevant upgrades and add-ons.

• Provide technical support and troubleshooting with a customer-first attitude to resolve device and service issues
• Deliver personalized service experiences and identify tailored additional services to increase customer value
• Document interactions and outcomes in CRM to ensure accurate records and follow-up
• Consistently achieve customer satisfaction goals while promoting relevant upgrades and add-ons

Quality Analyst at OTD AMERICAS (2024-06 – 2025-12)

Executed in-depth call monitoring to pinpoint improvement opportunities and augment agent sales capabilities. Led daily strategy meetings with clients to escalate sales campaigns. Conducted calibrations and coaching sessions for adherence to company standards and to secure new business.

• Executed in-depth call monitoring to pinpoint improvement opportunities and augment agent sales capabilities
• Led daily strategy meetings with clients to escalate sales campaigns
• Conducted calibrations and coaching sessions for adherence to company standards and to secure new business

Agent at FOUNDEVER (2024-02 – 2024-05)

Expedited resolution of impounded vehicle cases, adhering to strict release protocols and payment procedures. Coordinated management of towing operations, ensuring secure delivery of vehicles to designated repair facilities.

• Expedited resolution of impounded vehicle cases, adhering to strict release protocols and payment procedures
• Coordinated management of towing operations, ensuring secure delivery of vehicles to designated repair facilities

Associate-CS Phone at SUTHERLAND (2023-06 – 2024-01)

Managed policyholder inquiries on health insurance coverage with precision and expertise. Ensured medical procedures were authorized efficiently, maintaining compliance and customer satisfaction. Resolved insurance claim disputes, providing clarity and support to policyholders.

• Managed policyholder inquiries on health insurance coverage with precision and expertise
• Ensured medical procedures were authorized efficiently, maintaining compliance and customer satisfaction
• Resolved insurance claim disputes, providing clarity and support to policyholders

Call center agent at ATENTO (2022-08 – 2023-02)

Facilitate client maximization of banking account benefits. Address and resolve online banking platform inquiries. Support the management of fraud reports and unrecognized transaction disputes.

• Facilitate client maximization of banking account benefits
• Address and resolve online banking platform inquiries
• Support the management of fraud reports and unrecognized transaction disputes

Call center agent at TELEPERFORMANCE (2021-12 – 2022-08)

Delivered empathetic customer service with a focus on attentive call management. Utilized active listening skills to provide thorough support to clients. Successfully resolved customer inquiries and issues in a timely manner.

• Delivered empathetic customer service with a focus on attentive call management
• Utilized active listening skills to provide thorough support to clients
• Successfully resolved customer inquiries and issues in a timely manner

High School Diploma – Colegio Distrital Gabriel Betancourt Mejía (2020 – 2020)