Erick Roa

Professional customer service and technical service agent, with several years of experience in the BPO sector, goal-oriented, committed to find solutions efficiently, open to learn, with knowledge of administrative tools, strong comunication skills and leadership.

Customer Service Agent - Priceline

(2025-01 - 2026-01)

Handled support for creation, modification, and cancellation of multiple reservation types through GDS, resolving errors and assisting with possible inconveniences, delivering clear and efficient customer interactions with a strong focus on quality and responsibility.

Agent, Subject Matter Expert, Trainer - Allstate

(2023-01 - 2025-01)

Initially a bilingual agent, then I was eventually promoted to SME (subject matter expert), assisting with floor support, payroll reporting, supporting with design and creation of training content, finally promoted to trainer, supporting and/or leading classes.

Customer Service Agent - CashApp

(2022-01 - 2023-01)

Handled customer inquiries and requests related to debit cards, transactions, disputes, and app assistance. Provided clear, efficient support, ensuring customer satisfaction and effective resolution of billing issues.

English - Languages - Academia de Idiomas SMART (2019-01 - 2021-01)

High School - Colegio Britanico (2016-01 - 2018-01)