Nelson Julian Bedoya, EDI & SAP Night Shift Specialist

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Medellín (hasta 50 km)

Immunotec
Independent Customer Service and Sales Retention Consultant
SALUD & BIENESTAR
julio de 2018 - abril de 2026 (7 años y 9 meses)
Medellín, Colombia
- Manage 40-60 daily interactions across US, Colombia & Brazil via phone, chat, email in 3 languages- Maintain 95%+ CSAT and <2h first response time by resolving issues and using Zendesk macros
EN/ES/PT- Own retention for LATAM portfolio valued at $300k+ USD ARR; reduced churn 22% YoY through
proactive QBRs- Documented all cases in HubSpot CRM ensuring 100% follow-up compliance and data accuracy- Drove $45k USD in annual expansion revenue identifying upsell opportunities during support
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