Boris Paco Salvatierra
Barcelona
Summary
Dynamic and results-driven Customer Experience Specialist with over12 years of expertise in Customer Relationship Management, customer support, and escalation resolution. Proven track record of increasing customer satisfaction by15%, managing complex portfolios, and implementing technical solutions. Proficient in Salesforce, ERP systems, and e-invoicing. Strong planning, prioritization, and adaptability, with a collaborative and team-oriented mindset.
Professional customer service specialist with proven track record of delivering exceptional support and solutions. Skilled in resolving inquiries, managing complaints, and ensuring customer satisfaction. Strong focus on team collaboration and achieving results, adaptable to changing needs, and trusted by colleagues. Proficient in communication, problem-solving, and using customer relationship management (CRM) tools.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Relationship Management (CRM)
Colt Technology Services
07.2016 - 10.2022
- Managed extensive client portfolio, achieving a15% increase in customer retention through strategic account management
- Resolved escalated customer issues promptly, contributing to a20% improvement in overall customer satisfaction scores
- Utilized Salesforce CRM for comprehensive tracking of customer interactions and driving process improvements
- Implemented customer-focused strategies that streamlined support workflows and enhanced service delivery
- Collaborate cross-functionally to ensure seamless product adoption and customer onboarding
Billing Specialist & Customer Support B2B
Colt Technology Services
04.2010 - 06.2016
- Optimized customer service processes, reducing request resolution time by30%
- Managed comprehensive customer inquiries across multiple communication channels
- Supported new client onboarding with precise attention to activation and product setup
- Ensured financial accuracy and maintained rigorous regulatory compliance
Systems Security Specialist
BSSC CITIBANK
12.2006 - 10.2008
- Developed and managed secure network systems, reinforcing data protection strategies
- Configured and maintained firewalls, IDS/IPS, and security controls to protect organizational assets
Education
Computer Security Management in the Company IT
Canarian Institute of Psychology and Education, SA.
05.2024
Associate of Science - Economics
University Mayor De San Simón
Cochabamba , Bolivia11.1998
No Degree - Personal Productivity
Certificate of Completion Personal Productivity Co
Google07-2023
Skills
- Customer Success Management
- CRM Expertise (Salesforce, ServiceNow)
- ERP Systems (Dynamics AX, Movex)
- Incident Management and Escalation Resolution
- ITIL and SDLC Principles
- Service Desk Tools (ZOHO, JIRA)
- Performance KPI Management
- Cross-Functional Collaboration
- Data Analysis (Power BI, Excel)
- Multilingual Communication (English C1, Spanish Native)
- CRM Systems: Salesforce, ServiceNow, Intercom
- ERP Tools: Dynamics AX, Movex
- Service Desk Tools: ZOHO, JIRA
- Analytical Tools: Power BI, Excel
Accomplishments
- Improved customer satisfaction by20% through effective escalation management.
- Increased customer retention by15% using targeted account management strategies.
- Reduced request resolution time by30% through process optimization.
- Demonstrated expertise in managing complex technical projects and global team interactions.
Certification
- Microsoft Office Specialist (MOS) Certification
- LiveChat Expert LiveChat, Inc.
- Certified Support Manager (CSM) - HDI.
IT SECURITY MANAGEMENT IN THE ENTERPRISE
INSTITUTO CANARIO DE PSICOLOGÍA Y EDUCACIÓN , S.A. Issued March 2024 redential ID F221275AA,
IFCT050PO MANAGEMENT OF IT SECURITY IN THE ENTERPRISE
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Relationship Management (CRM)
Colt Technology Services
07.2016 - 10.2022
Billing Specialist & Customer Support B2B
Colt Technology Services
04.2010 - 06.2016
Systems Security Specialist
BSSC CITIBANK
12.2006 - 10.2008
Computer Security Management in the Company IT
Canarian Institute of Psychology and Education, SA.
Associate of Science - Economics
University Mayor De San Simón
No Degree - Personal Productivity
Certificate of Completion Personal Productivity Co
Similar Profiles
GARY MADDONGARY MADDON
Service Assurance Manager at Colt Technology ServicesService Assurance Manager at Colt Technology Services
Vikas RawatVikas Rawat
Consultant - Portfolio Pricing at Colt Technology Services, Ltd.Consultant - Portfolio Pricing at Colt Technology Services, Ltd.
Tanvee MahendraTanvee Mahendra
TEAM LEADER at COLT Technology ServicesTEAM LEADER at COLT Technology Services