Summary
Overview
Work History
Education
Skills
Timeline
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Jannier  Marulanda

Jannier Marulanda

System Technician
Cali

Summary

Dynamic professional with a proven track record at Sutherland Global, excelling in customer service and problem-solving. Recognized for reducing call resolution time and enhancing customer satisfaction. Skilled in technical support and organization, adept at managing high-pressure situations while maintaining professionalism. Committed to continuous improvement and effective communication.

Overview

6
6
years of professional experience

Work History

Call Center Phone Representative

Sutherland Global
04.2021 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
  • Participated in regular performance evaluations, consistently meeting or exceeding established targets.
  • Reduced call resolution time with efficient multitasking and prioritization of tasks.
  • Supported high call volume periods, maintaining a professional demeanor under pressure.
  • Managed escalated calls professionally, working towards swift resolutions that satisfied both customer and company needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

System Support Analyst

Colsof
08.2019 - 03.2021
  • Facilitated smooth transition during hardware upgrades, minimizing disruptions to business operations.
  • Collaborated closely with developers to identify root causes of application errors, leading to prompt issue resolution.
  • Contributed to successful project completion through thorough testing and validation of system components.
  • Implemented effective security measures to safeguard sensitive data and prevent unauthorized access.
  • Streamlined processes for troubleshooting and problem resolution, resulting in improved customer satisfaction.
  • Provided exceptional technical support, addressing user concerns efficiently and professionally.

Education

No Degree - Environmental Technology

CECEP
CALI
06-2026

System Technician - Informatics

SENA
Cali
09-2016

High School Diploma -

Andres Bello
Cali
09-2011

Skills

Active learning

Language fluency

Typing speed

Organization

Assertiveness

Call handling

Customer communications

Problem-solving skills

Customer service

Timeline

Call Center Phone Representative

Sutherland Global
04.2021 - Current

System Support Analyst

Colsof
08.2019 - 03.2021

No Degree - Environmental Technology

CECEP

System Technician - Informatics

SENA

High School Diploma -

Andres Bello
Jannier Marulanda System Technician