JEANCARLOS ALBERTO GRATEROL MORENO
Bogotá
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
13
13
years of professional experience
Work History
Bilingual Customer Service Representative
Concentrix
10.2023 - Current
- Assisted customers with Spanish/English-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly.
- Managed high-volume inbound calls/chats, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Full-time position
Informal english classes
02.2023 - 07.2023
- Delivered interactive and engaging English lessons to diverse age groups.
- Developed tailored teaching strategies based on students’ learning needs.
Full-time position
Bilingual S.A.S.
01.2023 - 01.2023
- Translate spoken words from English to Spanish and vice versa for different companies.
- Remote
Full-time
Customer Helpline Colombia S.A.S.
09.2022 - 10.2022
- Conducted recordings evaluations to ensure accuracy, professionalism, and policy adherence.
- Assisted in identifying Issues7requests impacting customer experience and service effectiveness.
Full-time
Teleperformance
03.2020 - 05.2022
- Led customer retention efforts, ensuring solutions aligned with subscription plans and company policies.
- Analyzed customer concerns, providing tailored resolutions to maintain satisfaction and engagement.
- Assisted with technical troubleshooting, guiding users through device and service-related issues.
- Provided accurate information on plans and pricing, helping customers make informed decisions.
- Maintained compliance with company guidelines to ensure retention processes met regulatory standards.
- Effectively communicated value propositions to customers, increasing loyalty and retention rates.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
English Teacher
Fundación Guiacaramo
10.2018 - 12.2019
- Assessed students’ language proficiency and tailored instruction to enhance learning outcomes.
- Evaluated teaching methodologies, ensuring alignment with best practices and educational standards.
- Provided constructive feedback to learners, guiding them toward improved communication skills.
Freelance Online
Rohkem OÜ
02.2018 - 12.2018
- Reviewed and created web content to ensure clarity, accuracy, and compliance with company standards.
- Assessed the effectiveness of published information, ensuring it facilitated seamless customer interaction.
- Maintained consistency in formatting, tone, and branding across various digital platforms.
- Analyzed content engagement, identifying improvements to enhance user accessibility.
- Collaborated with clients to refine content strategy, ensuring alignment with business objectives.
English Teacher
Alpha Learning
10.2017 - 08.2018
- Delivered English lessons following a structured program, ensuring alignment with institute standards.
- Assessed curriculum effectiveness, identifying opportunities for improvement in instructional materials and methods.
- Provided tailored feedback to students, enhancing their learning experience and language proficiency.
- Collaborated with academic teams to refine teaching strategies and optimize educational outcomes.
- Maintained adherence to established guidelines while implementing innovative techniques to improve engagement.
- On site
Full-time
Freelance Wordpress Content Creator
01.2016 - 09.2017
- Developed and reviewed digital content for WordPress platforms, ensuring clarity, accuracy, and adherence to content guidelines.
- Conducted quality assessments on published materials, identifying improvements for readability and user engagement.
- Maintained brand consistency, optimizing formatting and structure to align with SEO best practices.
- Remote
Full-time
Data Entry Operator
12.2014 - 12.2015
- Conducted detailed research on pharmaceutical information, ensuring precise data entry for team analysis.
- Reviewed, validated, and categorized medication-related details, maintaining high data integrity standards.
- Adhered to strict accuracy guidelines, ensuring compliance with regulatory and company policies.
- Assisted in organizing and structuring information for seamless accessibility and team verification.
- Demonstrated strong analytical skills in identifying inconsistencies and ensuring data completeness.
- Remote
Part-time
Limited contact agent (American Airlines)
01.2012 - 12.2014
- Ensured strict adherence to security protocols before, during, and after flight operations, maintaining compliance with airline safety regulations.
- Conducted detailed inspections of baggage and personal items, preventing prohibited objects from entering restricted areas.
- Coordinated pre-departure and arrival procedures within tight timeframes, ensuring seamless transitions for flights.
- Reviewed operational guidelines and procedures to enhance efficiency and safety compliance.
- Worked collaboratively with flight personnel and ground staff to uphold safety standards and optimize turnaround times.
Education
Licensed in Education - Modern Languages
University of Zulia
High School diploma - Science
High School Andrés Bello
Elementary Education degree - undefined
Marcelino Zambrano
Skills
- Good communication
- Problem solving skills
- Proficient in Microsoft Office
- Team player
- Result-driven mindset
- Empathy, active listening skills, and patience
- Customer service
- Problem-solving
- Customer support
- Data entry
- Fluent bilingualism
- Call center experience
- Product knowledge
- Call management
- Call center operations
- Caller assistance
- Service recommendations
- Records review
- Database management
- Issue research
- Cross-cultural awareness
- Account management
- Process improvement
- Database maintenance
- Database research
- Time management
- Multitasking and organization
- Empathy and patience
- Team collaboration
- Active listening
- Verbal and written communication
- Flexibility and adaptability
- Technical troubleshooting
- Client relationship management
- Conflict resolution
- Workflow management
- Bilingual communication
- Script adherence
- Interpretation support
Languages
Spanish: Native.
English: Advanced intermediate.
French: Low intermediate.
Drawing
Self-taught artist with a passion for creating detailed illustrations inspired by Japanese art styles.
Timeline
Bilingual Customer Service Representative
Concentrix
10.2023 - Current
Full-time position
Informal english classes
02.2023 - 07.2023
Full-time position
Bilingual S.A.S.
01.2023 - 01.2023
Full-time
Customer Helpline Colombia S.A.S.
09.2022 - 10.2022
Full-time
Teleperformance
03.2020 - 05.2022
English Teacher
Fundación Guiacaramo
10.2018 - 12.2019
Freelance Online
Rohkem OÜ
02.2018 - 12.2018
English Teacher
Alpha Learning
10.2017 - 08.2018
Full-time
Freelance Wordpress Content Creator
01.2016 - 09.2017
Full-time
Data Entry Operator
12.2014 - 12.2015
Part-time
Limited contact agent (American Airlines)
01.2012 - 12.2014
High School diploma - Science
High School Andrés Bello
Elementary Education degree - undefined
Marcelino Zambrano
Licensed in Education - Modern Languages
University of Zulia
Similar Profiles
Praveensai KundetiPraveensai Kundeti
SOC Analyst at ConcentrixSOC Analyst at Concentrix
Froibel GumbocFroibel Gumboc
Team Leader at ConcentrixTeam Leader at Concentrix
VAIBHAV DAGARVAIBHAV DAGAR
Customer Service and Backend Operations Specialist at ConcentrixCustomer Service and Backend Operations Specialist at Concentrix
NOEMI LANDAGANNOEMI LANDAGAN
Customer Service Representative (Healthcare Account) at ConcentrixCustomer Service Representative (Healthcare Account) at Concentrix
Arley Santiago Rengifo GarcíaArley Santiago Rengifo García
Licensing Specialist at TeleperfomanceLicensing Specialist at Teleperfomance