Luigui - Customer Service & Dispatch with 5+ years in Telecom and Support

Bogotá, Bogota D.C., Colombiaen

Monitored technician routes in real time, ensuring timely service delivery and reducing delays by 10-20 minutes per appointment.

Coordinated ETA updates and managed appointment scheduling, improving resource allocation efficiency.

Contact via CazVid

Published on CazVid

Summary

Experienced dispatcher and customer support agent specializing in telecom and technical services with a focus on efficiency and team supervision.

Key Achievements

Supervised a team of 10-15 agents, supporting quality assurance, onboarding, and ongoing training.

Skills

Customer SupportAdvanced

Provided real-time support, managed post-service verification calls, and handled escalated issues.

Dispatch and SchedulingAdvanced

Monitored technician routes, coordinated ETA updates, and rescheduled appointments based on multiple factors.

Team Supervision & TrainingIntermediate

Led a team of technicians and agents, supported onboarding, and delivered ongoing coaching.

Technical Problem ResolutionIntermediate

Collaborated across teams to troubleshoot and resolve technical issues affecting service delivery.

Languages

Experience

Bilingual Dispatcher / Customer Support Agent

National Broad (Optimum Subcontractor)

May 2022 - Present

Monitored technician routes in real time to ensure timely service delivery., Coordinated ETA updates between customers and field technicians., Scheduled and reassigned appointments based on weather, skills, and efficiency., Managed post-service verification calls and appointment tracking., Reduced service delays by reallocating resources efficiently, saving 10-20 minutes per appointment., Collaborated with cross-functional teams to resolve technical issues.

Supervisor / Team lead

N/A

N/A - N/A

Oversaw a team of 10–15 agents, ensuring quality standards., Provided live support and coaching during escalated customer or technical issues., Supported new hire onboarding and continuous training processes.