CARLOS GREGORIO FAJARDO MAZA
Bogotá
Summary
Office support professional with extensive experience in providing administrative and customer service support. Known for reliability and adaptability, contributing to smooth daily operations and positive resident experiences. Possesses excellent communication skills and collaborative approach, ensuring team success and high-quality results.
Overview
11
11
years of professional experience
Work History
Customer Service Support
INTOUCH CX
10.2024 - Current
- Delivering customer service support for U.S. end-users across multiple lines of business (LOB), ensuring a consistent and positive customer experience in the retail sector.
- Assisted customers through multiple channels: chat, phone, and floor support.
- Handled inquiries and service requests with efficiency and accuracy.
- Consistently achieved and exceeded performance metrics set by operational units.
- Accountable for ensuring customer satisfaction and loyalty.
- Consistently recognized for high performance in customer interactions.
- Exceeded key performance indicators (KPIs) on a regular basis.
HR Assistant
AMAZON
10.2020 - 07.2024
- US DLS HR Assistant
- US Benefits Team – OE Assistance
- US Pay & Compensation
- I had to communicate proposals and organize activities for teamwork.
- Contribute to training projects/initiatives.
- Facilitates engagement activities with new peers on the team.
- Achieve and exceed specific metrics as outlined by operational units, take ownership and be accountable for the employee’s experience.
- Develop a tool to achieve more precise notes improving that way the assistance process
CS Associate
TELEPERFORMANCE S.A
05.2015 - 01.2020
- Final User Customer Service (LATAM – SPAIN) in different LOB’s also worked in Chat and Phone, Supervisor Backup, Data Quality, Floor Support.
- Awarded multiple times and finished the supervisor training project (JUMP).
- Contribute to training, supervisor and data quality projects and initiatives.
- Facilitates engagement activities with new peers on the team as a supervisor assistant.
- Achieve and exceed specific metrics as outlined by operational units, take ownership and be accountable for the customer experience.
- Led cross-functional teams to enhance customer service operations and improve overall client satisfaction.
- Developed and implemented training programs to elevate staff performance and operational efficiency.
- Mentored junior associates, fostering a collaborative environment that encouraged professional growth and skill development.
- Executed quality assurance protocols to maintain high standards of service consistency across customer interactions.
- Resolved complex client issues by applying advanced problem-solving techniques, enhancing overall customer experience.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Developed comprehensive risk management plan, significantly reducing potential disruptions.
- Optimized inventory management to reduce overhead costs, employing advanced forecasting techniques.
- Led cross-functional team to launch new product line, meeting all project milestones.
- Increased sales by customizing pitches to address specific client needs and concerns.
- Improved reporting accuracy, implementing new data management system.
- Enhanced operational efficiency, implementing new software tools across departments.
- Conducted comprehensive competitor analysis to guide strategic planning efforts.
- Improved team collaboration by initiating regular coordination meetings.
- Negotiated with suppliers to secure cost-effective contracts, improving company's bottom line.
- Conducted detailed market research to identify emerging trends, influencing product development direction.
- Facilitated training sessions for new employees, ensuring smooth onboarding process.
- Enhanced brand visibility, orchestrating participation in industry events and conferences.
- Achieved significant savings by renegotiating vendor contracts, focusing on mutual benefits.
- Reduced employee turnover by developing comprehensive employee engagement program.
- Enhanced customer loyalty programs, analyzing customer feedback for continuous improvement.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
- Streamlined project workflows for enhanced efficiency, adopting agile methodologies.
- Analyzed performance metrics to identify trends and recommend process improvements for service delivery.
- Coordinated communication between departments to ensure alignment on project objectives and timelines.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
Education
JUMP – Teleperformance career plan -
TELEPERFORMANCE
01.2019
ENGLISH B2 - undefined
SMART / SENA
01.2018
Desarrollo de habilidades de liderazgo - undefined
TELEPERFORMANCE
01.2018
Skills
- HR Analysis & Process Improvement
- HR Administration & Compliance
- Technology & Data Management
- Soft Skills & Leadership
- Process Optimization & System Development
- Benefits (Open Enrollment)
- Database Management & Inventory
- High-Level Ownership
- Data Accuracy & Auditing
- Payroll & Compensation Support
- Moodle LMS Administration
- Training, Coaching, & Mentorship
- Performance Metrics & KPI Achievement
- Leaves of Absence & Accommodations
- System Maintenance & Support
- Problem- Solving & Case Management
- Deep Dive & Root Cause Analysis
- Employee Integration & Onboarding
- IVR/VoIP/CCTV Systems
- Strong Communication & Adaptability
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Support
INTOUCH CX
10.2024 - Current
HR Assistant
AMAZON
10.2020 - 07.2024
CS Associate
TELEPERFORMANCE S.A
05.2015 - 01.2020
ENGLISH B2 - undefined
SMART / SENA
Desarrollo de habilidades de liderazgo - undefined
TELEPERFORMANCE
JUMP – Teleperformance career plan -
TELEPERFORMANCE