Ángel - Customer Support Specialist with 5+ years in Banking & Social Media Monitoring

Bogotá, Bogota D.C., Colombiaen

Handled customer support cases for a U.S. bank focusing on fraud and identity issues at Teleperformance.

Monitored and escalated social media content for global brands, ensuring compliance and risk management.

Published on CazVid

Summary

Dedicated professional with over 5 years in customer support, social media monitoring, and brand protection. Skilled in handling complex issues, ensuring compliance, and providing excellent service across banking, telecommunications, and digital platforms.

Key Achievements

Trained in sales to promote banking products, enhancing customer engagement and product awareness.

Skills

Customer ServiceAdvanced

Provided technical support, fraud resolution, and product education in banking and telecommunications sectors.

Social Media MonitoringIntermediate

Conducted real-time social media activity analysis, flagging high-risk content and ensuring brand reputation.

Communication SkillsAdvanced

Utilized assertive and responsive communication to manage customer inquiries and escalate issues effectively.

Technical ProficiencyAdvanced

Proficient in Office Suite, Google Workspace, collaboration and monitoring tools for effective task execution.

Experience

CUSTOMER EXPERIENCE SPECIALIST

TELEPERFORMANCE (CAPITAL ONE)

JUL 2021 - DEC 2021

Experience in customer support for a U.S. bank, specifically in credit card department, Handle cases such as fraudulent transactions and identity-related issues, Training as a sales representative to inform customers about new banking products and financial services.

BPO AGENT

SERVINFORM SPAIN (PEPEPHONE)

DEC 2023 - MAR 2025

BPO agent for a telecommunications company, handling tickets, chats, emails, and inbound calls., Responsible for resolving technical issues, troubleshooting service disruptions, and providing accurate support to ensure a reliable customer experience.

CONTENT MODERATOR &amp; BRAND REPUTATION RISK ANALIST

CRISP THINKING LTDA.

DEC 2021 - DEC 2023

Performed remote analysis and monitoring of social media activity that could impact the reputation of major global brands., Responsible for constantly reporting sensitive information leaks and escalating high-risk content to ensure compliance and brand protection.