Nicolas R.
Customer Success Rep (CR1)
Notable Highlight
Nicolas is a bilingual (English/Spanish) customer service and sales professional based in Bogotá, Colombia, with 7+ years of experience in customer success, debt collection, logistics coordination, sales, and team training.
Experience Summary
is a bilingual (English/Spanish) customer service and sales professional based in Bogotá, Colombia, with 7+ years of experience in customer success, debt collection, logistics coordination, sales, and team training. He worked across BPO firms such as Tel. and Con., as well as specialized companies in freight logistics, financial services, and collections. He managed full sales cycles, coached teams, handled high-volume inbound and outbound communications, and leveraged CRM platforms including HubSpot, Salesforce, and Zendesk to drive performance and client satisfaction.
Key Achievements
At CR, Nicolas supervised a team of 20+ collectors, overseeing KPIs and quality standards to optimize department performance. At LS, he consistently met weekly load targets by managing the full sales cycle from prospecting to close. His career progression from Customer Service Representative to Onboarding Trainer at Tel., and to Corporate Trainer and Collector at CR, demonstrates a track record of advancement based on performance and leadership capability.
Skills
Work Experience
Customer Success Rep (CR1)
TS · Feb 2025 – Jun 2026
- Guide customers through the vehicle refinancing application process, ensuring accurate completion of all required information and documentation.
- Educate clients on refinancing options, loan requirements, and the overall process, helping them make informed financial decisions.
- Connect qualified customers with Loan Specialists to facilitate loan evaluations and financing solutions.
- Provide timely application status updates and ongoing support via phone and email, ensuring a positive customer experience throughout the refinancing journey.
- Manage a high volume of inbound and outbound communications while maintaining service quality standards and customer satisfaction.
Corporate Trainer & Collector
CR · May 2024 – Jan 2025
- Supervise a team of 20+ collectors, overseeing KPIs and quality standards to optimize overall department performance.
- Contact debtors via phone, email, or text to recover outstanding payments that were overdue for more than one year.
- Review debtor accounts to assess payment history, outstanding balances, and potential collection strategies.
- Follow all legal and regulatory standards, including the Fair Debt Collection Practices Act, to maintain ethical and compliant collection practices.
Sales Specialist
LS · Mar 2022 – Nov 2022
- Prospect and onboard new shipper clients, expanding the carrier and customer network.
- Identify freight opportunities by matching shipments with the most cost-effective carrier options.
- Manage the full sales cycle from outreach to close, consistently meeting weekly load targets.
Logistics Coordinator
LS · Nov 2021 – Mar 2022
- Verify and audit billing statements to ensure accuracy and prevent financial discrepancies.
- Inspect billing records to validate charges and flag inconsistencies before processing.
- Confirm and authorize charges in compliance with internal financial protocols and operational standards.
- Authorize financial transactions and ensure all charges are properly documented and approved before execution.
Onboarding Trainer
Tel. · Jun 2021 – Sep 2021
- Provide continuous feedback and coaching to agents to improve performance, skill development, and quality scores.
- Resolve complex customer service escalations on behalf of agents, ensuring timely and accurate case resolution.
- Monitor and analyze team performance metrics to identify trends and implement targeted improvement strategies.
- Deliver real-time floor support to agents, reducing handle time and improving first-contact resolution rates.
Customer Service Representative
Con. · Feb 2019 – Feb 2021
- Attend and resolve customer inquiries, complaints, or claims through various channels such as email, phone, or online chat.
- Provide detailed information about the company's products and services to customers, including features, benefits, prices, and promotions.
- Identify sales opportunities and promote the company's products and services to customers.
- Maintain a friendly and helpful attitude towards customers at all times, and act as a brand ambassador in the market.
Customer Service Representative
Mar 2021 – Jun 2021
- Attend and resolve customer inquiries, complaints, or claims through various channels such as email, phone, or online chat.
- Provide detailed information about the company's products and services to customers, including features, benefits, prices, and promotions.
- Identify sales opportunities and promote the company's products and services to customers.
- Enroll and create new customer accounts, helping them understand how the system works including benefits and Terms & Conditions.
- Maintain a friendly and helpful attitude towards customers at all times, and act as a brand ambassador in the market.