Jhon Francisco Villasmil Aguilar
Pereira
Summary
Dynamic and results-oriented professional with a proven track record in customer service. Managed customer inquiries through a warm, welcoming and polite assistance, delivering with that an exceptional customer service experience. Also with a proven track record in leadership, and performance improvement. Experienced in coaching, mentoring, and guiding teams to achieve and exceed key performance indicators (KPIs). Skilled in fostering positive work relationships and implementing effective strategies to enhance productivity and customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CSA
Amazon
06.2024 - Current
- Provided frontline support to customers, handling a high volume of calls with efficiency and accuracy.
- Developed strong rapport with customers, effectively addressing concerns and building trust.
- Also and mainly providing full time support to drivers in order to help them with their daily issues or inconveniences, managing some tasks, reports, and handling different cases by policy.
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.
- Collaborated with team members to enhance service delivery and streamline processes.
- Utilized CRM software to track customer interactions and maintain accurate records.
Supervisor
Accedo-24/7.ai
11.2023 - 04.2024
- Led a team of 32 agents in a fast-paced environment, overseeing their day-to-day activities and providing coaching and guidance to optimize performance.
- Implemented glidepath and coaching activities to develop agent skills and improve overall performance
- Oversaw daily operations to ensure team efficiency and adherence to quality standards.
- Conducted regular quality assurance (QA) assessments to identify areas for improvement and develop action plans for continuous enhancement.
- Analyzed performance metrics to identify areas for improvement and implement solutions.
- Ensured adherence to company policies and procedures while fostering a positive and supportive work culture.
Customer Service Representative
Accedo-24/7.ai
11.2022 - 11.2023
- Delivered exceptional customer service by addressing inquiries, resolving issues, and providing product support in a timely and professional manner.
- Demonstrated empathy and understanding in interactions with customers, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Maintained detailed records of customer interactions using CRM software for improved service delivery.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Uno27 SAS
09.2021 - 09.2022
- Provided frontline support to customers, handling a high volume of calls with efficiency and accuracy.
- Developed strong rapport with customers, effectively addressing concerns and building trust.
- Assisted in the training and onboarding of new team members, sharing best practices and coaching techniques to promote skill development and performance improvement.
- Maintained detailed records of customer interactions using CRM software for improved service delivery.
Education
High school specialized in computing -
Liceo Bolivariano Félix Román Duque
Computer repair and maintenance course -
IRFA/CECAL Fe y Alegría
Tovar, Mérida01.2023
Microsoft Word 2010 -
Fundacite
Mérida, Venezuela01.2012
Microsoft PowerPoint 2010 -
Fundacite
Mérida, Venezuela01.2010
Starting with computing systems -
IRFA-CECAL Fe y Alegría
Mérida, Venezuela01.2009
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complaint handling
- Complex Problem-solving
- Assertiveness
- Customer relationship management (CRM)
Certification
National Table Tennis Referee, Colombia
Languages
Spanish
Native language
English
Upper intermediate
B2
Spanish
Proficient
C2
Personal Information
- Age: 25
- Date of Birth: 23/11/2000
Timeline
CSA
Amazon
06.2024 - Current
Supervisor
Accedo-24/7.ai
11.2023 - 04.2024
Customer Service Representative
Accedo-24/7.ai
11.2022 - 11.2023
Customer Service Representative
Uno27 SAS
09.2021 - 09.2022
Computer repair and maintenance course -
IRFA/CECAL Fe y Alegría
Microsoft Word 2010 -
Fundacite
Microsoft PowerPoint 2010 -
Fundacite
Starting with computing systems -
IRFA-CECAL Fe y Alegría
High school specialized in computing -
Liceo Bolivariano Félix Román Duque