Hi, I’m Gustavo, a Customer Service Subject Matter Expert and trainer with a track record of elevating frontline performance across multi-channel support. I excel at diagnosing issues, coaching teams, and shaping clear SOPs to drive faster resolution and higher CSAT. I thrive in fast-paced hybrid environments and enjoy turning complex processes into streamlined experiences for customers and agents alike.

Gustavo José Uzcátegui

Hi, I’m Gustavo, a Customer Service Subject Matter Expert and trainer with a track record of elevating frontline performance across multi-channel support. I excel at diagnosing issues, coaching teams, and shaping clear SOPs to drive faster resolution and higher CSAT. I thrive in fast-paced hybrid environments and enjoy turning complex processes into streamlined experiences for customers and agents alike.

Available to hire

Hi, I’m Gustavo, a Customer Service Subject Matter Expert and trainer with a track record of elevating frontline performance across multi-channel support. I excel at diagnosing issues, coaching teams, and shaping clear SOPs to drive faster resolution and higher CSAT.
I thrive in fast-paced hybrid environments and enjoy turning complex processes into streamlined experiences for customers and agents alike.

See more

Experience Level

Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate

Language

Spanish; Castilian
Fluent
English
Advanced
Italian
Beginner

Work Experience

Customer Service Subject Matter Expert & Trainer at Teleperformance – Greece (Hybrid)
April 1, 2023 - Present
Escalation and operations expert across chat, email, and ticket channels; real-time guidance to front-line agents; QA reviews, coaching, SOP updates, and workflow analysis; increased CSAT and reduced AHT; led onboarding and refresher training.
Customer Service Representative at Teleperformance
April 1, 2022 - March 1, 2023
Multi-channel customer support; troubleshooting and tailored solutions; high satisfaction in escalations; knowledge base contributions; exceeded KPIs.
Support Engineer at CPS LatAm
August 1, 2016 - December 1, 2016
Technical support across all channels; root-cause investigation and troubleshooting; hardware/software/network support; escalations and customer communication.

Education

Webmaster Diploma — Web/Multimedia Management & Webmaster at Universidad Belloso Chacín (URBE)
June 1, 2015 - November 1, 2016
High School Diploma at Leonardo José Ferrer Medina High School
January 1, 2009 - January 1, 2014

Qualifications

Webmaster Diploma — Web/Multimedia Management & Webmaster
June 1, 2015 - November 1, 2016
High School Diploma
January 1, 2009 - January 1, 2014

Industry Experience

Professional Services, Software & Internet, Media & Entertainment