Available to hire
Hi, I’m Luis Rangel Castellón de la Plana. I’m a Customer Support Lead with over 4 years of experience managing remote support operations, vendor relationships, and cross-functional collaboration in fast-paced settings. I excel at leading teams, resolving escalations with empathy and urgency, and driving performance improvements through data analysis and service metrics like CSAT and SLA. I’m tech-savvy, proactive, and highly organized, with a strong focus on customer experience, team development, and continuous improvement.
I thrive in multi-channel environments (phone, email, chat), excel at process documentation, and am proficient with CRM platforms such as HubSpot. I enjoy coaching, turning insights into actionable improvements, and delivering outcomes that boost customer satisfaction and team efficiency.
Experience Level
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
Spanish; Castilian
Fluent
English
Fluent
Work Experience
Market Manager at VGM
September 30, 2025 - September 30, 2025Analyzes and verifies information of active market vehicles under supervision; maintains and schedules repairs for fleet; reviews and approves payroll novelties for vendor invoices; follows up daily on incidents requiring immediate repairs and accident reports.
Bilingual Operations Supervisor at Everise
April 30, 2025 - April 30, 2025Counsels customers on prescriptions and medicine via calls, emails, messages, and chats; analyzes monitoring and surveys; conducts weekly coaching sessions to improve KPIs (NPS, AHT, QA, CSAT); validates payroll information with HR; daily follow-up with agents to strengthen skills and knowledge through coaching and team meetings.
Bilingual Agent at Intouch CX
November 30, 2023 - November 30, 2023Assists users of a booking platform via multiple channels; cancels or modifies reservations based on policy guidelines; reviews metrics (NPS, THT, SPD) to improve interaction quality.
Team Manager at Full Potencial Solutions
March 31, 2023 - March 31, 2023Monitors agent interactions to identify behaviors to improve results; conducts weekly coaching to improve KPIs (NPS, AHT, QA); organizes teams based on performance and learning curves.
Bilingual Supervisor at Conduent S.A.S
October 31, 2022 - October 31, 2022Validates agent attendance and reasons for delays; weekly coaching and KPI management (AHT, QA, Transfer Rate of Calls); validates payroll information with HR.
Bilingual Supervisor at Teleperformance S.A.S
April 30, 2022 - April 30, 2022Daily follow-up with agents to improve skills and knowledge; audit and monitor written and phone records of technical service interactions; encourage agents to achieve KPI goals through action plans and follow-ups.
Customer Support Agent at Teleperformance
May 31, 2020 - May 31, 2020Bilingual customer service for a Solar Panel company; technical support and general customer service processes.
Inventory Analyst and Vendor at Droguería Farmabien S.A.S
November 30, 2018 - November 30, 2018Performed daily, weekly, and monthly inventory of pharmacy products; assisted customers with medicine and miscellaneous products requests; managed reception and payment of supplier orders.
Market Manager at VGM
September 1, 2025 - September 1, 2025Analyze and verify information of the active vehicles on the market assigned to supervise. Review and approve payroll novelties for estimate invoices (Vendors, Runners, and others).
Bilingual Operations Supervisor at Everise
April 1, 2025 - April 1, 2025Assist customers over calls, emails, messages, and chats regarding prescriptions and medicine. Analyze monitoring and surveys, conducting weekly coaching sessions to improve KPIs (NPS, AHT, QA, CSAT). Validate payroll information with HR to update novelties on time. Daily follow-up with agents to improve skills and knowledge through coaching and team meetings.
Bilingual Agent at Intouch CX
November 1, 2023 - November 1, 2023Delivered expert multichannel support by resolving technical issues with empathy and urgency, consistently meeting SLA targets and enhancing partner satisfaction. Investigated and addressed recurring issues through root cause analysis, reducing ticket volume by 20% and contributing to long-term process improvements.
Team Manager at Full Potential Solutions
March 1, 2023 - March 1, 2023Assist users (guests and hosts) of a booking platform with inquiries and concerns via multiple channels, conducting weekly coaching to improve KPIs (NPS, AHT, QA). Partnered with cross-functional teams to resolve technical issues and surface recurring trends, contributing to a 20% reduction in repeat inquiries. Improved support documentation by identifying common friction points and implementing process enhancements, boosting team efficiency by 30%.
Bilingual Supervisor at Conduent S.A.S
September 1, 2022 - September 1, 2022Managed a high volume of inbound customer inquiries, achieving a 95% satisfaction rate through effective communication and problem-solving. Provided technical support for diverse customer issues, consistently resolving 80% of inquiries on the first call. Documented and analyzed customer interactions to improve service processes, contributing to a 15% reduction in average handling time.
Customer Service Representative and Operations Supervisor at Teleperformance
April 1, 2022 - April 1, 2022Managed a high volume of inbound customer inquiries, achieving a 95% satisfaction rate through effective communication and problem-solving. Provided technical support for diverse customer issues, consistently resolving 80% of inquiries on the first call. Documented and analyzed customer interactions to improve service processes, contributing to a 15% reduction in average handling time.
Education
Medicine (2 semesters) at University of Zulia
January 1, 2018 - December 31, 2018Paramedic (Medical Support and First Aids) at Infaceca Institute
December 1, 2018 - December 31, 2018Academic Bachelor at U.E Rafael Lopez Baralt
December 1, 2017 - December 31, 2017Medicine (2 semesters) at University of Zulia
January 1, 2018 - December 1, 2018Paramedic (Medical Support and First Aids) at Institude Infaceca
December 1, 2018 - December 1, 2018Academic Bachelor at U.E Rafael Lopez Baralt
January 11, 2030 - December 1, 2017Qualifications
Crisis management, first aid, and triage
August 1, 2018 - November 6, 2025English Course
March 1, 2016 - November 30, 2018Paramedic Courses: Pre-hospital emergency and disaster care, rescue of injured victims, advanced life support, airway management, wound management, and search and rescue in collapsed structures
January 11, 2030 - November 6, 2025Medicine (2 semesters)
January 11, 2030 - December 1, 2018Paramedic (Medical Support and First Aids)
January 11, 2030 - December 1, 2018Academic Bachelor
January 11, 2030 - December 1, 2017Industry Experience
Professional Services, Telecommunications, Software & Internet, Education, Media & Entertainment
Experience Level
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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