Jan David Serna Esquerra
Business Administrator
CL100 19 Sur 40 Torre 7 Apt 252 Puerta Dorada Coralina Barranquilla,Atlantico
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in the Customer service industry and conflict resolution areas For customers. Solid background performing quality assurance testing and consultative services for customers.
Overview
9
9
years of professional experience
11
11
years of post-secondary education
Work History
Quality Assurance Analyst
NearShore Call Center AGR Group
Barranquilla, Atlantico
05.2021 - Current
- Fixed identified issues to increase productivity and boost workflows.
- Monitored process checks for proper completion and correct frequency.
- Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
- Performed routine maintenance and calibration on testing equipment.
- Reported problems and concerns to management.
- Conducted data review and followed standard practices to find solutions.
Customer Service Representative
NearShore call Center-AGR Group Colombia
barranquilla, Atlantico
01.2020 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Provided information regarding charge accounts and loyalty programs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Quantica BPO
barranquilla, Atlantico
04.2012 - 09.2018
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
BBA - Economics
Universidad Del Atlantico
Carrera 30 Número 8- 49 Puerto Colombia 08.2010 - Current
Skills
Commitment
References
Personal References
- David Henriquez Meza- mechanical engineer Cel: 312-889-8435
- Alain Aguilar-Bachelor of languages Cel: 304-544-5430
Family References
- Erika Martínez- Sales manager Inland Services Colombia Cel: 300-570-2764
- David Martínez- Systems Engineer Cel: 300-446-8950
Timeline
Quality Assurance Analyst
NearShore Call Center AGR Group
05.2021 - Current
Customer Service Representative
NearShore call Center-AGR Group Colombia
01.2020 - 05.2022
Customer Service Representative
Quantica BPO
04.2012 - 09.2018
BBA - Economics
Universidad Del Atlantico
08.2010 - Current
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