Tomas Silva

Bilingual Customer Service professional with over four years of experience assisting customers in banking, insurance, collections, and fintech environments. Experienced in managing high-volume interactions, resolving account inquiries, explaining financial processes, and providing personalized solutions entirely in English. Recognized for strong communication, empathy, active listening, teamwork, and consistent KPI performance.

Capable of building rapport quickly, handling sensitive conversations professionally, and maintaining a customer-focused approach while supporting company service, quality, and retention goals

Partner Success Executive at Yavrio (2025-07 – 2026-07)

As a Partner Success Executive, my job was to manage the B2B sales and customer journey, from prospecting through LinkedIn and phone outreach to handling inbound leads received by email and through the company website. I conducted product demonstrations, closed opportunities, onboarded new customers, supported retention, and reactivated previous prospects. I worked with companies, partners, and small government institutions across the United States and the United Kingdom, identifying their needs and matching them with suitable Open banking solutions.

During my first three months, I converted approximately 30 demonstrations into active customers, achieving a 100% conversion rate, with contracts typically valued at USD 150 per month. I also prepared biweekly performance reports and conducted research on open banking growth and expansion opportunities in South America.

Debt Collections at Foundever – Harley-Davidson (2024-11 – 2025-07)

As a Debt Collections Representative for Harley-Davidson, a global motorcycle brand, my job was to handle inbound and outbound calls with customers across the United States and Canada regarding their motorcycle financing payments. Through strong communication and negotiation skills, I helped customers find suitable payment solutions and reach agreements that balanced their financial circumstances with the company's collection goals. By maintaining a professional, understanding, and results-oriented approach, I consistently met or exceeded my monthly collection targets while complying with QA, AHT, NPS, and ACW standards.

Sales Expert at Asurion (2023-01 – 2024-12)

As a Sales Expert, my job was to assist approximately 50 customers per day with mobile device insurance customer service and protection-plan services sales. I provided support regarding existing coverage and identified opportunities to offer home protection plans based on each customer's needs. Through rapport building, active listening, effective troubleshooting, cross-selling, and personalized service, I exceeded the target rate of one sale per ten customer interactions during multiple months, becoming a high-performing sales expert and a valued team member while maintaining the required SP100, QA, AHT, and NPS standards.

Customer Service Representative at Concentrix – Capital One (2021-01 – 2023-12)

As a Customer Service Representative, my job was to assist approximately 80 customers per day with questions related to their checking and savings accounts. I provided clear and efficient solutions, explained banking processes, and directed customers to the appropriate departments when specialized support was required. My knowledge of banking systems, customer-focused approach, and consistent KPI performance led to recognition as the campaign's top representative for two consecutive months.

I also provided floor support and assisted with the training of new groups while maintaining QA, AHT, NPS, and ACW standards.

Political Science – Universidad Nacional de Colombia (2027-12)

CRM: Customer Relationship Management – SENA (2025-12)

English Course – Universidad Nacional de Colombia (2020-12)

High School Diploma – Ricaurte I.E.D. (2018-12)