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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.…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

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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.…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.

Skills

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.