David Felipe Mancilla Ramos
Call Center Agent
Professional profile
Bilingual ( Spanish/English ) customer service professional with 2+ years of call center and admin support experience . Skilled in inbound call handling , CRM , teamwork , and achieving high first-call resolution rates
Work experience
Handled inbound customer calls for banking services, resolved complaints, maintained CRM records, and performed follow-ups.
Major achievementAchieved ~80% first-call resolution, reduced repeat calls by ~16%, handled ~40 inbound calls/day.
Managed inbound customer calls and product inquiries, delivered solutions, and guided customers.
Major achievementIncreased average order value by 10–15% through cross-selling.
Provided phone and chat support for orders, dispatch, returns, and coordinated with logistics.
Major achievementReduced follow-up time by 62-65% by proactively updating customers.
Education experience
Universidad pedagógica y tecnológica de colombia | Técnico/Tecnólogo
