JEISSON ROMERO
Senior Customer Specialist
Bogota
Summary
Customer Success Specialist with experience delivering responsive support across chat, email, and back-office operations. Skilled at resolving customer issues, managing accounts, and ensuring accurate follow-up. Focused on creating seamless customer experiences through clear communication, efficient problem-solving, and attention to detail while maintaining high service standards through multiple channels.
Overview
2
2
Languages
15
15
years of professional experience
Work History
Back Office Specialist
MODAK
12.2023 - 05.2026
- Informed users of balance status updates through timely announcements and personal interactions via email and chat, enhancing customer satisfaction.
- Resolved customer inquiries regarding billing discrepancies and payment options.
- Assisted clients in understanding account statements and payment schedules.
- Guided clients in understanding account statements and payment schedules to promote clarity in financial management.
- Analyzed customer feedback to identify trends, contributing to improvements in service quality.
Back Office Associate
AGRIDANCE
07.2020 - 12.2023
- Streamlined data entry processes, enhancing accuracy and reducing turnaround time for client documentation requests, SLAs.
- Developed and maintained organized filing systems, ensuring easy retrieval of essential paperwork and improving operational efficiency.
- Updated RSPO customers on data and platform information to ensure awareness and support
- Informed RSPO users of new guidelines and assisted with migration issues to facilitate smooth transitions
Ticket Agent
TRANSCOM
11.2019 - 04.2020
- Assisted customers with ticketing issues, including shipping inquiries, exchanges, disputes, returns, and package tracking to ensure satisfaction.
- Resolved customer complaints by offering solutions and escalating issues.
- Managed customer inquiries, delivering exceptional service and efficiently resolving issues to enhance the customer experience.
- Assist customers' ticketing regarding shipping and wrong items exchange, disputes, returns, and package tracking.
Banking Customer Service Representative
SCOTIABANK
01.2017 - 11.2019
- Assisted customers with account inquiries, transactions, and service requests efficiently.
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Customer Service Representative
EMIDA
01.2016 - 02.2017
- Collaborated with other departments to resolve customer issues that required cross-functional support or expertise.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Fostered collaboration and open communication among diverse team members, contributing to a positive work environment.
English Teacher
American School Way
06.2014 - 01.2016
- Facilitated interactive classroom discussions, fostering critical thinking and language acquisition skills.
- Implemented innovative teaching techniques that enhanced student participation and comprehension.
- Evaluated student progress through formative assessments, providing targeted feedback for improvement.
- Graded students' work based on completion, timeliness and accuracy and kept detailed records of grades.
Customer Support Specialist
CONVERGYS
01.2012 - 01.2014
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.
- Managed escalated issues, implementing effective solutions to enhance customer experience.
- Customer service for AT&T/Post-paid accounts/Phone bills and Tech Service
Live Chat Agent
SITEL
01.2011 - 01.2012
- Assisted customers with post-purchase inquiries to ensure satisfaction and resolve issues efficiently.
- Streamlined client communication using chat tools to enhance response times and improve service delivery.
- Streamlined communication for clients through effective use of chat tools and resources.
- Facilitated communication with customers, resolving inquiries and improving overall satisfaction through timely responses.
Education
Bachelor Degree - LICENCIATURA EN LENGUAS EXTRANJERAS CON ÉNFASIS EN INGLES
UNAD
Bogotá, DCTEFL DIPLOMADO - TESOL 240 Hrs Course
ITTT - International TEFL/TESOL Training
OnlineTEFL 100 Hrs Course -
ITTT - International TEFL/TESOL Training
BogotaOnline Course for IT learning - GOOGLE IT SUPPORT COURSE
Coursera - Google
OnlineSkills
- Zendesk support
- Google Workspace proficiency
- Jira issue tracking
- Intercom
- Fresh Chat/Desk
- LiveChat
Hobbies
These are a few things that make my life full of color and joy!
- Music
- Drums
- Dj
- Sports
- Human-history
- Universe
Timeline
Back Office Specialist
MODAK
12.2023 - 05.2026
Back Office Associate
AGRIDANCE
07.2020 - 12.2023
Ticket Agent
TRANSCOM
11.2019 - 04.2020
Banking Customer Service Representative
SCOTIABANK
01.2017 - 11.2019
Customer Service Representative
EMIDA
01.2016 - 02.2017
English Teacher
American School Way
06.2014 - 01.2016
Customer Support Specialist
CONVERGYS
01.2012 - 01.2014
Live Chat Agent
SITEL
01.2011 - 01.2012
Online Course for IT learning - GOOGLE IT SUPPORT COURSE
Coursera - Google
TEFL 100 Hrs Course -
ITTT - International TEFL/TESOL Training
TEFL DIPLOMADO - TESOL 240 Hrs Course
ITTT - International TEFL/TESOL Training
Bachelor Degree - LICENCIATURA EN LENGUAS EXTRANJERAS CON ÉNFASIS EN INGLES
UNAD